Sr. Workforce Manager

2 days ago

Pasig, Philippines Support Services Group Full time

Responsibilities

  • Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.
  • Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.
  • Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.
  • Utilize data and insights to adjust resource allocation dynamically.
  • Drive continuous improvement initiatives to optimize workforce performance and service delivery.
  • Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.
  • Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).
  • Analyze performance data and provide actionable insights for decision-making.
  • Lead, mentor, and develop a team of Workforce Analysts and Managers. Set clear goals and performance expectations, provide ongoing coaching, and ensure professional development through training programs and career growth opportunities.
  • Act as a key liaison between workforce management and other departments (Operations, HR, IT) to align workforce strategies with broader business goals. Influence decision-making through data-driven recommendations.
  • Oversee the implementation and optimization of workforce management software and telephony systems.
  • Ensure systems are aligned with operational needs and continuously explore new tools and technologies to improve workforce management processes.
  • Ensure adherence to company policies, industry regulations, and best practices in workforce management.
  • Maintain a strong focus on quality assurance and performance standards.
#J-18808-Ljbffr

  • Sr. Workforce Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines SSG Full time $104,000 - $130,878 per year

    Job Overview:Are you a strategic leader with a passion for optimizing workforce performance in a high-volume BPO environment? We are seeking a Senior Workforce Manager to oversee the forecasting, scheduling, and real-time management of our contact center operations. As a key member of the management team, you will take ownership of optimizing resources...

  • Sr. Workforce Manager

    1 week ago

    Pasig, National Capital Region, Philippines Support Services Group Full time $104,000 - $130,878 per year

    Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.Oversee...

  • Sr. Workforce Manager

    1 week ago

    Pasig, National Capital Region, Philippines Support Services Group Full time

    ResponsibilitiesLead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business...

  • Workforce Manager

    17 minutes ago

    Pasig, Philippines Transcom Worldwide Philippines, Inc. Full time

    On-site - Pasig 3-5 Yrs Exp Bachelor Full-time Overview Transcom is looking for talented individuals like you to join our awesome team! Be the next Workforce Manager for our Transcom Ayala 30th site. Join our Transcom Family as a Workforce Manager! Job Description Medical Reimbursement Employee Recognition and Rewards Anniversary Gifts Government Mandated...

  • Sr. Procurement Manager

    2 days ago

    Pasig, Philippines Viventis Search Asia, Inc. Full time

    Overview We're Hiring: Sr. Procurement Manager! We are seeking an experienced and strategic Sr. Procurement Manager to lead our procurement operations and drive cost-effective sourcing solutions. The ideal candidate will have strong negotiation skills, vendor management expertise, and the ability to optimize supply chain processes while ensuring quality and...

  • Sr. Procurement Manager

    2 days ago

    Pasig, Philippines Tap Growth ai Full time

    We're Hiring: Sr. Procurement Manager! Overview We are seeking an experienced and strategic Sr. Procurement Manager to lead our procurement operations and drive cost-effective sourcing solutions. The ideal candidate will have strong negotiation skills, vendor management expertise, and the ability to optimize supply chain processes while ensuring quality and...

  • Workforce Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines Transcom Full time $70,000 - $120,000 per year

    Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager (Capacity Planning) for our Transcom Pasigsite.Join our Transcom Family as a Workforce Manager (Capacity Planning)The Workforce Manager specializes in workforce capacity planning, workload forecasting, staff planning, real-time management, scheduling...

  • Workforce Management Specialist

    7 days ago

    Pasig, National Capital Region, Philippines beBeeWorkforce Full time ₱1,551,371 - ₱2,381,454

    Workforce Planning Manager PositionThis role involves providing strategic guidance and support in workforce management, allocation, forecasting, scheduling, reporting analysis, and utilising business intelligence tools to drive operational performance and enhance decision-making capabilities.Responsibilities will include analysing workforce data to identify...

  • Director of Workforce Management

    1 day ago

    Pasig, National Capital Region, Philippines Acquire Intelligence Full time ₱1,200,000 - ₱3,600,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAt Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient...

  • Sr. WFM Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines Carelon Global Solutions Full time ₱900,000 - ₱1,200,000 per year

    Manages Real Time Analysts and Scheduling and Forecasting Analysts.Primary duties may include but are not limited to:Monitors forecasting effectiveness and accuracy at all levelsPartners with stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitmentsConducts operational review meetings to review...