Lead Assistant Manager - WFM

Work Setup: Onsite (Cebu)

Function: Work Force Management (WFM)

Required Educational Attainment:

Finished at least 2 years in college without any back subjects

Required Experience:

• At least 3 years of experience in contact center WFM, preferably in banking or financial services

Responsibilities:

• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organization's assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns