[ref. e34828704] WFM Assistant Manager

WFM- Assistant Manager

Responsibilities

• Lead a team of WFM Analyst
• Generate long-range and short-term forecast at interval, daily and weekly level.
• Create, Update, and Maintain Staffing Model & Resource Plans, publish weekly updates.
• Create accurate schedules to balance service goals and staff preferences.

Qualifications:

• 4 years in Workforce Management in a contact center environment
• 2 years in Scheduling and Forecasting.
• Strong sense of personal stake and urgency.
• Ability to foresee, dissect and fix problems using data-driven approach and common sense.
• Experience in creating compelling analysis, templates, reports.
• Hands on skills in Forecasting and Scheduling.
• Proficient in using Blue Pumpkin/Impact 360 or Aspect eWFM.
• Ability to work directly with onshore client team with minimum local supervision.
• Amenable to work in Mall of Asia Pasay City.
• Willing to work on night shift.