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Lead Assistant Manager - WFM (Cebu) | Onsite at Tasq Staffing Solutions, Inc.

City of Cebu, Cebu, Philippines -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Work Force Management, Capacity Planning, Staffing, Seat Requirements, Logistics, Scheduling, Service Level Agreements, Real-Time Adherence, Client Satisfaction, Quality Information Security Management System

Industry

Staffing and Recruiting

Description

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

Responsibilities

The role involves creating and maintaining capacity plans to ensure staffing and logistics meet requirements while balancing cost and performance. This includes generating schedules, leading the WFM team, driving client satisfaction through service level management, and acting as the main point of contact for WFM concerns.