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Deputy Manager - WFM (Banking & Financial Services)

Salary undisclosed

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Job Title: Deputy Manager - WFM

Campaign: Banking & Financial Services

Work set-up: Onsite, Eastwood Quezon City

Work schedule: Night shift

Salary: PHP 65k - 85k

QUALIFICATIONS:

• With at least 5 years of end to end Workforce Management experience in a Contact Center environment, RTA, Scheduling, Capacity Planning & Forecasting

• With at least 3 years of people management experience managing group/s of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns Proficient in PowerPoint Presentation/ Excel

• With strong communication and coordination skills, assertive, detail and results-oriented

RESPONSIBILITIES:

The WFM Deputy Manager is responsible for overseeing RTA, Planning, reporting and Management Information Systems (MIS) to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.

• Coaches team members and conducts regular (monthly) performance feedback sessions

• Establishes team’s yardsticks (early indicators), analyzes and communicates compliance, risk audit and team performance to the group

• Proficient in PowerPoint Presentation/ Excel

• With strong communication and coordination skills, assertive, detail and results-oriented

• Analyzes, develops action plan, and resolves service delivery and/or service level issues

• Will include client interactions during business reviews