Assistant Manager - Resource Management (WFM) - Quezon City
About the role
This is an exciting opportunity to join the dynamic team at Omega Healthcare Management Services Inc. as an Assistant Manager - Resource Management (WFM). In this full-time role, you will be responsible for optimising workforce planning and operations, ensuring the efficient utilisation of resources to deliver exceptional customer service across our contact centre.
What you'll be doing- Develop and implement workforce management strategies to effectively forecast and schedule staff to meet customer demand
- Monitor and analyse contact centre performance metrics to identify opportunities for improvement and drive operational efficiencies
- Collaborate with team leaders and supervisors to coordinate staffing and tackle workforce challenges
- Provide coaching and support to the resource management team, helping them enhance their skills and productivity
- Partner with other departments to ensure alignment between resource planning and business objectives
- Identify training needs and implement development programs to upskill the contact centre team
- Use forecasting tools and data analysis to generate accurate staffing models and drive strategic decision-making
- 3-5 years of experience in a contact centre or resource management role, preferably in the Call Centre & Customer Service industry
- Proven expertise in workforce planning, performance analysis and operational optimisation
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
- Proficient in the use of workforce management and data analysis tools
- Familiarity with Call Centre & Customer Service industry regulations and best practices
What we offer
At Omega Healthcare Management Services Inc., we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits of working with us include:
- Competitive salary and bonus structure
- Comprehensive health and wellness benefits
- Opportunities for career growth and development
- Flexible work arrangements and work-life balance initiatives
- Supportive and collaborative work environment
About us
Omega Healthcare Management Services Inc. is a leading provider of specialised healthcare solutions, delivering exceptional customer service and innovative technology to our clients. With a strong presence in the Ortigas Pasig City Metro Manila area, we are committed to creating a positive impact in the communities we serve.
If you're ready to embark on an exciting journey with Omega Healthcare Management Services Inc., we encourage you to apply now!