Workforce Management

4 weeks ago

Quezon City, Philippines Global Group Innovative Services, Inc. Full time

Overview

We're Hiring: Workforce Management (WFM) Manager

Location: Taguig

Responsibilities
  • Lead and manage the WFM team to meet performance and business goals.
  • Provide effective coaching and feedback to Assistant Managers and/or Senior WFM Executives to enhance individual and team performance.
  • Serve as a subject matter expert on Capacity Planning, Forecasting, Scheduling, and Real-Time Queue Management.
  • Set clear performance expectations and team objectives; monitor KPIs to evaluate effectiveness.
  • Recommend strategies to balance staffing needs with operational efficiency and financial targets.
  • Ensure that Staffing Plans for all processes are accurate and consistently updated.
  • Oversee the quality and timeliness of work produced by the WFM team.
  • Collaborate with WFM business partners to meet critical assignments and deliverables.
  • Guide teams in applying WFM tools and standards to support operational needs.
  • Set professional development goals for team members and support them in achieving these milestones.
  • Ensure team compliance with mandatory WFM training and knowledge standards.
  • Enforce adherence to WFM processes and best practices across the team.
Requirements
  • Bachelor’s degree, preferably in Mathematics, Statistics, or a related field.
  • 3–5 years of experience in managing Workforce Operations with client and/or senior management exposure.
  • Proven expertise in capacity planning, forecasting, scheduling, real-time management, and reporting.
  • Proficient in workforce management tools and systems.
  • Excellent organizational, project management, and presentation skills.
  • Strong analytical skills; capable of working with large datasets to identify trends and actionable insights.
  • Ability to handle multiple complex tasks and projects simultaneously.
  • Detail-oriented with a continuous improvement mindset.
  • Proficient in MS Office applications (Excel, Outlook, PowerPoint); ability to learn new technologies quickly.
  • Excellent verbal and written communication skills.
  • A motivated, self-starting leader with a “Happy @ Work” approach to coaching and team development.

Note: Please refer to the official job description for additional details.

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