Workforce Manager

Workforce Manager (Pasig or Davao) Transcom Pasig, National Capital Region, Philippines The Workforce Manager possesses strong knowledge of real‑time workforce management, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi‑channel contact center environment. The position leads a geographically dispersed team of analysts charged with planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real‑time workload and staffing trends. The leader is responsible for achieving all service level and efficiency goals, building relationships with external clients and cross‑functional business teams, providing clear reporting and communication, and developing analysts to reach their full potential. The role requires expertise on the various software platforms used within the department. Primary Duties & Responsibilities Accountable for the performance, productivity and effectiveness of Workforce Management Teams. Define, develop and execute WFM processes for the contact centers in conjunction with cross‑functional departments. Conduct regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures. Provide leadership, direction and growth opportunities to department members, performing responsibilities in accordance with company policies and applicable laws. Work with Human Resources to resolve complex team‑related issues. Interview and hire new team members, and disperse them to assigned operations teams. Achieve operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing them into production and call center standards. Regularly audit Workforce operations to ensure quality of service delivery. Ensure proper training is available and/or conducted for Workforce Management personnel. Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly. Maintain near real‑time agent performance data to support operations management with accurate performance coaching information. Analyze call and staff forecasts to identify needs and corrections. Proactively work with operations managers to ensure staffing requirements are understood and addressed. Participate in planning for offline activities to support operations needs, including training and meetings. Communicate needs and opportunities to operations management about staff optimization and cost management. Act as a point of contact for any service‑impacting issues and contact center responses. Manage special projects as assigned by Director of Workforce Management. Maintain a positive work environment. Perform other related duties as required. What we are looking for: To be successful in this role you must… Educational Background College graduate of a business or technical course from a reputable institution. Work Experience Minimum of 5 years of Workforce Management experience in a contact center environment. At least 3 years managing a group of Workforce Analysts and/or Leaders providing end‑to‑end services to multiple campaigns, or a combined agent headcount of more than 6,000. Solid experience supporting inbound contact centers, preferably with hands‑on experience supporting a work‑at‑home operations set‑up. Skills Requirements Mastery of Workforce Management Mathematics. Expert user of WFM applications such as Aspect eWFM, Verint, iEX, etc. Ability to clearly articulate performance results to internal and external stakeholders. Excellent verbal and written communication skills; ability to communicate in a clear and concise manner. Quick thinker with high sense of urgency and sound problem‑solving skills. Ability to continuously support people through individual development plans. Proficiency in starting and managing multiple simultaneous projects. Extensive background in process writing and performing periodic compliance audits. Exceptional analytical skills. Proficiency in using Microsoft Office software products. What's in it for YOU Day 1 HMO Rice Subsidy Clothing Allowance 24/7 Teleconsult Free Psychologist Consultation In‑house & Online Pharmacy Retirement Fund Free Meal & Medicine (through Transcom’s Tap Card Rewards) Loyalty Incentives Free Shuttle Service What Life at Transcom is like At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future, getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. We care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together. Seniority level Mid‑Senior level Employment type Full‑time Job function Other and Management Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr