DE030443-Workforce Services Associate Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Workforce Services Associate Manager WORK SETUP: Return to Office OVERALL PURPOSE: The WFM Training and Quality Manager is responsible for leading the development and execution of training programs and quality assurance initiatives across the Workforce Management function. This role ensures that WFM teams are equipped with the skills, knowledge, and tools to deliver accurate forecasts. RESPONSIBILITIES: Training & Development • Design and implement onboarding and continuous learning programs for WFM analysts, schedulers, and real-time staff. • Conduct training needs assessments and develop competency-based learning paths. • Facilitate workshops, coaching sessions, and certification programs. • Collaborate with cross-functional teams to align training with operational goals. Quality Assurance • Develop and maintain QA frameworks for WFM processes including forecasting accuracy, schedule adherence, and real-time execution. • Lead calibration sessions to ensure consistency in quality evaluations. • Monitor performance metrics and conduct root cause analysis for deviations. • Provide feedback and coaching to improve individual and team performance. Leadership & Strategy • Partner with WFM leadership to drive strategic initiatives and process improvements. • Lead a team of trainers and QA specialists, providing mentorship and performance management. • Stay updated on industry best practices and integrate them into training and QA programs. • Support change management efforts related to new tools, systems, or processes. Reporting & Compliance • Maintain accurate documentation of training and QA activities. • Ensure compliance with internal policies and external regulations. • Prepare reports and dashboards for senior leadership review. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Cyberpark Tower 1

SKILL AND QUALIFICATIONS: • At least 7 years relevant work experience; 5 years supervisory • Client facing • Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)

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