Workforce Management Director

2 weeks ago

Cebu City, Philippines Moder Solutions Inc. Full time

Responsible for long-term planning for the Home Preservation Call Center, including maintaining a rolling 18-month view of our resource plan which encompasses inbound call volume, predictive & manned outbound campaigns and respective staffing forecasts for both internal and vendor resources. Responsible for producing a daily forecast and staffing report (ie: intraday performance report along with interval performance and interval staffing levels). Responsible for coordinating with leadership performance KPI’s – ie: AHT, shrinkage (both internal and out of office shrinkage), occupancy, etc. Provide reporting on these metrics along with action plans to improve as needed. Adjust the long‑term and short‑term forecast to achieve contact center goals while maintaining budgetary targets. Partner with the dialer team to ensure that call routing matches the decisions that were made in the model to ensure success Performs Root Cause Analysis (RCA) on Service Level misses and forecast variances; Provide information in order to develops and implement action plans to reduce or eliminate root cause and improve operational performance Analyzes performance outcomes and implements changes to ensure responsive and timely responses to customer needs Maintaining a partnership with other WFM professionals to ensure that scheduling (both internal and vendor) are aligned and balanced to meet the calling patterns of our borrowers Requirements, Education, Experience Bachelor's degree or commensurate work experience required 0 + years of experience leading workforce and/or performance management teams preferably in an environment with the capability to attract, mentor, retain and develop talent Workforce Management software experience (Verint preferred, NICE, Genesys) Strong experience in forecasting and building models to predict incoming call volume, call volume patterns, agent performance metrics (AHT, shrinkage) and outbound modeling. Comprehensive knowledge of Contact Center operations and Call Center systems Proven analytical experience Strong understanding of Workforce Scheduling, forecasting and model development Design, implementation, and support of call center and back‑office reporting and analytics Working knowledge of default call center service operations Must be a visionary, develop plans that support visions which are in line with corporate values and goals, and then execute on the plan Demonstrated ability to effectively drive and lead organizational change Results oriented with the ability to motivate teams to accomplish goals Experience in connecting operational data and planning with financial/budgetary measures Amenable to work in Cebu, City #J-18808-Ljbffr

  • Workforce Manager

    1 week ago

    Cebu City, Central Visayas, Philippines Nezda Technologies, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    Positions: Workforce ManagerLocation : CebuSetup: OnsiteSchedule: ShiftingEmployment: Full-time / Regular Job SummaryThe Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, and real-time management to ensure optimal staffing levels and efficient operations. This role plays a key part in balancing business needs with...

  • Senior Workforce Manager

    9 hours ago

    Cebu City, Central Visayas, Philippines TDCX Full time ₱2,000,000 - ₱2,500,000 per year

    #BeMoreDo you aspire to have a rewarding career where you can thrive, grow, and achieve your career aspirations? Unlock your full potential at work with TDCX, a leading global BPO company.Work with the world's most loved brands and connect with inspiring, diverse people. Join our team and begin your journey to #BeMoreTop reasons to work with TDCXAttractive...

  • Workforce Manager

    2 days ago

    Cebu City, Central Visayas, Philippines J. PLAZO STAFFING CORP. Full time ₱1,500,000 - ₱2,500,000 per year

    Minimum Requirements:Bachelor's degree in business administration, Operations Management, or related field, preferred; or with at least 2 years' undergraduate units –8+ years of experience in workforce management, with at least 3 years in a managerial roleAdvanced proficiency in WFM software, analytics tools, and data visualization platformsStrong...

  • Manager, Workforce Mangement

    10 hours ago

    Makati City, National Capital Region, Philippines Carenet Health Full time ₱90,000 - ₱120,000 per year

    OverviewELIGIBILITY: FILIPINO CITIZENSET UP: HYBRID - CIRCUIT MAKATISHIFT: NIGHTSHIFT (CST)The Manager, Workforce Management (WFM) ensures Carenet maintains optimal staffing and operational efficiency to meet service and contractual goals. This role leads forecasting, capacity planning, and scheduling to align workforce resources with business demand while...

  • Workforce Management

    1 week ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱1,000,000 - ₱2,000,000 per year

    About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative...

  • Workforce Manager

    10 hours ago

    Cebu City, Central Visayas, Philippines The HIRD Corp. Full time ₱480,000 - ₱816,000 per year

    Job Overview:We are seeking a proactive Workforce Manager (WFM) to drive workforce planning, scheduling, and reporting. The role requires advanced Excel skills, WFM tool expertise, and strong analytical and communication abilities to deliver actionable insights and optimize service procedures.Key Responsibilities:Create and analyze reports and dashboards...

  • WORKFORCE MANAGEMENT

    2 weeks ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱784,000 - ₱816,000 per year

    Qualifications:College GraduateAt least 5-7 years relevant experience in Workforce Management.With experience in Reports Analysis, Data Analysis, Capacity Planning, Scheduling and ForecastingAdvanced Excel experience (VLOOKUP, Pivot Table)With experience in Report and dashboards creationCan work with minimal supervision and has initiative.Can start...

  • Workforce Planning Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines UnitedHealth Group Full time ₱1,200,000 - ₱2,400,000 per year

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers,...

  • Workforce Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱300,000 - ₱600,000 per year

    About the job: Workforce Manager (Cebu City) | Onsite Nature Of the Account: Support and Leadership Start Date: ASAP Work Arrangement: 100% Onsite | Cebu Shift Schedule | Rest Days: Business hours Educational Requirement: College Graduate Work Experience:At least 5 to 7 years relevant experience At least 2 years of supervisory experience Advanced...

  • Workforce Administrator

    2 weeks ago

    Cebu City, Central Visayas, Philippines TBelle Corp. Full time ₱1,200,000 - ₱2,400,000 per year

    Workforce AdministratorRole SummaryThe Workforce Administrator ensures the accuracy and integrity of client schedules and support worker rosters. The role proactively audits rosters, verifies attendance, validates payroll outcomes, and supports efficient workforce planning. In addition, the Workforce Administrator serves as a subject matter expert in...