Workforce Manager

3 weeks ago

Cebu City, Philippines Tech Mahindra Full time

1 day ago Be among the first 25 applicants Direct message the job poster from Tech Mahindra 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. #J-18808-Ljbffr

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