Manager, Workforce Management

3 weeks ago

Naga, Philippines Quantrics Enterprises Inc. Full time

Role Overview

A disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support functions to ensure the right people are in the right place at the right time.

Responsibilities
  • Directly support and develop a team of up to 8 Workforce Team Leaders
  • Provide leadership and direction for an organization of 1000+ employees.
  • Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
  • Effectively manage client expectations and relationships
  • Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
  • Ensure that all ADHOC or regular reporting, audits are accurate, and timelines are met on a regular basis
Core Competencies
  • Strategic & Analytical Thinking:
    • Data Driven Decision Making, Leverages data analytics, dashboards, and performance trends to optimize service delivery and workforce planning.
  • Operational Excellence:
    • Real-Time Management skills. Deep understanding of intraday execution, schedule optimization, and real-time responses to volume fluctuations.
    • Process Improvement & Optimization, Drives initiatives to enhance WFM processes, automate reporting, and eliminate inefficiencies
  • Leadership & Influence:
    • Team Leadership & Development, coaches and grows WFM teams (planners, real-time analysts, schedulers), fosters ownership and capability-building.
    • Stakeholder Management, Builds trust and collaboration with Operations, Clients, HR, Recruitment, Training, and IT.
  • Client & Communication Excellence:
    • Client-Facing Communication, can confidently present forecasts, performance reports, risks, and action plans to internal and external clients.
    • Negotiation & Influence Balances business and client expectations through effective negotiation on staffing, metrics, and service levels.
    • Cross-Functional Collaboration, works effectively across departments to align priorities, resolve challenges, and deliver end-to-end support.
Complementary Competencies
  • Technical Proficiency:
    • WFM Tools Expertise, Knowledge on tools like NICE IEX is an advantage.
    • Reporting & Office Tools, Proficient in Excel, PPT and other MS office tools.
    • Understands how systems (telephony, CRM, ticketing) interact with WFM tools for accurate data flow and analysis.
  • Performance & Results Orientation:
    • KPI Ownership, Accountable for WFM-related metrics such as SLA, Forecast Accuracy, Shrinkage, Occupancy, Utilization, Adherence.
Qualifications
  • Educational Qualification/s
    • Educational Attainment of Bachelors Degree is required
  • Professional Qualification/s
    • Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
    • Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams
Work Conditions
  • Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
  • Ability to travel
Performance Qualifications
  • Experience with Avaya or Cisco ACDs and Nice IEX WFM software
  • Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents
#J-18808-Ljbffr

  • Manager, Workforce Management

    4 weeks ago

    Naga, Bicol, Philippines Quantrics Enterprises Inc. Full time

    Role OverviewA disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support...

  • Manager, Workforce Management

    2 weeks ago

    Naga, Bicol, Philippines Quantrics Enterprises Inc. Full time ₱1,500,000 - ₱3,000,000 per year

    Role OverviewA disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support...

  • Talent Acquisition Manager

    1 week ago

    Naga, Philippines Landers Full time

    Responsible for ensuring timely delivery of hiring demands for Landers Superstore. Oversees a team of recruitment professionals to drive hiring delivery, efficiency and process improvements. Leads the organization in Branding and Recruitment Marketing. JOB SUMMARY: Branding and Sourcing Develops strategic road map and implements programs, plans and...

  • Manager, Hotel Revenue Management

    1 week ago

    Naga, Philippines Melco Resorts Leisure (PHP) Corporation Full time

    POSITION SUMMARY: Manager, Hotel Revenue Management maximizes hotel revenue through room inventory management, positioning, and rate controls. He/She also oversees the profitability, effectivity and overall performance of Premium Mass marketing programs including the Sales Incentive scheme. He/She leads a team in support of these objectives. Job...

  • Category Manager

    6 days ago

    Naga, Philippines Leslie Corporation Full time

    Main Duties/Responsibilities Strategic Planning and Execution Product Sourcing and Procurement Procurement Operations Supplier Relationship Management Team Leadership and People Development Cost Management and Savings Initiatives Risk Management Data Analysis and Reporting Quality Assurance Job Qualifications Graduate of any 4 year course Must have 10+ years...

  • Management Trainees

    2 weeks ago

    Naga, Bicol, Philippines FARMSTATION AGRI-VET Full time ₱150,000 - ₱250,000 per year

    About the role This is an exciting opportunity to join the leading agri-vet store in the Region. FARMSTATION AGRI-VET is looking for highly potential and trainable Branch Managers. This full-time position will develop your skills in the retail industry. As a Management Trainee, you will be exposed to various aspects of the business, enabling you to acquire...

  • Finance Manager

    21 hours ago

    Naga, Philippines JAM Seafoods Inc. Full time

    Overview JAM SEAFOODS INC. Position Title: Finance Manager Department: Finance and Accounting Reports To: President / Chief Executive Officer Work Location: Parañaque City Work Schedule: Monday to Friday Responsibilities Supervise and manage the day-to-day operations of the Finance and Accounting Department, including general accounting, accounts...

  • Warehouse Manager

    2 weeks ago

    Naga, Philippines BIGGS Inc Full time

    We are looking for an experienced Warehouse Manager to oversee the overall operations of our commissary warehouse. The role is responsible for managing inventory, supervising warehouse staff, ensuring accurate receiving and dispatch of goods, and maintaining proper storage conditions. You will also play a key role in implementing systems that support...

  • HR Manager

    2 weeks ago

    Naga, Bicol, Philippines RNK MARKETING Full time ₱900,000 - ₱1,200,000 per year

    HUMAN RESOURCE MANAGER• Bachelor's degree in Human Resource Management, Psychology, Business Administration, or a related field.• At least 3 years in a supervisory or managerial HR role.• Experience in employee relations, recruitment, compensation & benefits, labor law compliance, and performance management.• Leadership and people management...

  • Brand Manager

    3 weeks ago

    Naga, Philippines Monroe Consulting Group Full time

    Monroe Consulting Group Philippines is recruiting on behalf of a premier distributor of concessionaire wines and liquors in the country. Our respected client is seeking a Brand Manager who will be responsible for developing and executing brand strategies to grow assigned wine and liquor brands. This role will be based at the company's head office in...