Workforce Manager

4 weeks ago

Cebu City, Philippines Tech Mahindra Full time

Overview

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

  • Growth you can see – promotions and career paths await
  • Learning that sticks – trainings to sharpen your skills
  • A workplace that cares – inclusive, supportive, and people-first
  • Health coverage you can count on
  • Rewards when you refer friends to join the team
  • Own the MIS delivery for the account across all aspects of Workforce Management: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
  • Perform high-level data analysis and generate dashboards, reports, and ad-hoc reports
  • Ensure accurate and timely reporting to meet client requirements within TAT
  • Maintain data confidentiality and ensure SLA metrics like Service Level and Abandonment % are consistently met
  • Identify and implement revenue enhancement opportunities
  • Proactively provide solutions to mitigate potential performance or revenue issues
  • Manage and lead the WFM team effectively
  • Support departmental goals and adapt to changing business needs
  • Collaborate with internal and external clients for effective communication and delivery

What We’re Looking For

  • Strong analytical skills and logical thinking
  • Understanding of operational processes and reporting
  • Ability to multi-task and adapt to change
  • Experience in team management
  • Proficiency in Excel; ability to upskill team members
  • Preferably knowledgeable in VBA, MS Access, and SQL
  • Exposure to Aspect/IEX/BP standard WFM tools
  • Familiarity with Avaya CMS
  • Excellent communication skills with the ability to manage conversations effectively
  • Ability to make quick decisions that impact business outcomes

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Management and Strategy/Planning
  • Industries: Outsourcing and Offshoring Consulting
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