Assistant Workforce Manager

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

Transcom seeks an Assistant Workforce Manager in Pasig, Philippines, to oversee real-time management, scheduling, workload forecasting, and staff planning. The role requires a Bachelor's degree, WFM software proficiency, and strong analytical and communication skills to meet service level and efficiency goals.

Responsibilities

Act as point of contact for Real-time Management and Scheduling.
Conduct training and development of RTAs, ensuring alignment with WFM processes and standards.
Ensure programs are right staffed, efficiently scheduled, and service levels are met while maintaining profitability.
Make recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios, capacity and sensitivity analysis.
Monitor recruitment and actual headcount to make advanced plans for required changes to optimize delivery of resource and skills, identifying when new groups and team managers are required.
Record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
Monitor all LOB’s performance and provide trends and analysis.
Maintain the seat capacity requirement and campaign seat allocations for all handled sites.
Constantly monitor and review effective shift patterns to match business requirements.
Maintain processes that ensure customer disclosure of issues that directly impact services.
Deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.

Requirements

Bachelor's degree in a related field (e.g., Business, Management, Statistics).
Previous experience in workforce management or related roles within a contact center environment.
Proficiency in WFM software (e.g., Verint, NICE, or equivalent).
Strong analytical and problem-solving skills.
Excellent communication and leadership abilities.
Detail-oriented with a focus on data accuracy.
Flexibility to adapt to changing business needs and priorities.

Benefits

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

Skills

WFM softwareVerintNICE

#operations#workforce management#scheduling#forecasting#staff planning#reporting#analytics

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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