Workforce Manager
4 weeks ago
About Keen At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We're not a legacy BPO. We're a partner in growth — and that's where you come in. About the Role We’re hiring a Workforce Manager (WFM) to lead our Workforce Management team in a high-volume contact center supporting a dynamic client in the POS and food delivery tech industry. You will oversee strategic forecasting, scheduling, and real-time management to optimize agent performance across multiple channels, ensuring we meet and exceed service level agreements. This is a critical leadership role requiring a blend of analytical skills, operational expertise, and a people-centric approach to effectively manage team performance and drive continuous improvement. What You’ll Do Develop and implement robust forecasting models and staffing plans that align with business objectives and client expectations Oversee scheduling for various channels including voice, chat, and email, ensuring optimal coverage and minimizing shrinkage Monitor real-time performance metrics and quickly realign resources to address inbound volume fluctuations Collaborate with Operations and Training teams to ensure agent skill sets align with demand Lead a team of analysts, providing mentorship and support for their career development Generate and distribute comprehensive performance reports focusing on adherence, occupancy, and utilization metrics Identify trends and opportunities for process enhancement, implementing solutions to improve efficiencies Facilitate communication between departments to ensure alignment in operational goals and strategies Act as the primary point of contact for client inquiries related to Workforce Management Support any new channel launches or shifts in business strategy with appropriate planning and execution What We’re Looking For 5+ years of experience in Workforce Management or related roles in a contact center environment Demonstrated expertise in forecasting and scheduling principles, with a strong understanding of contact center KPIs Proficiency with workforce management tools (e.g., NICE, Verint, Genesys) and strong data analysis skills Flexibility to build complex schedules inside of Google Sheets or Excel Experience managing teams and a proven track record of developing talent Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels Ability to thrive in a fast-paced environment, making informed decisions under pressure Strong analytical mindset with experience in using data for strategic planning and operational improvement Bonus: Experience with multi-channel operations and familiarity with emerging technologies in the WFM space What’s In It for You Competitive full-time compensation In-office collaboration with a growing ops and support team in Cape Town Transport and Medical allowances High visibility role directly impacting SLA, staffing, and CX performance Partner with global clients and influence workforce strategy in real time Birthday leave + professional development budget Join a global team that values clarity, urgency, and operational excellence Working hours align with U.S. client operations across a 24/7/365 operations. #J-18808-Ljbffr
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Workforce Management Manager
4 weeks ago
Manila, Philippines QuickStart Solutions Full timeOn-site - Manila 3-5 Yrs Exp Bachelor Full-time Job Description Manage workforce planning and forecasting to ensure adequate staffing, balanced workloads, and optimal scheduling for operational efficiency. Communicate effectively with clients regarding workforce activities, including forecasts, service level performance, and action plans for improvement....
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Senior Workforce Manager
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Manila, Philippines IntouchCX Full timeIntouchCX Manila, National Capital Region, Philippines Senior Workforce Manager Join to apply for the Senior Workforce Manager role at IntouchCX. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to...
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Workforce Management Specialist
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Manila, Philippines WebBeds Full timeWebBeds Manila, National Capital Region, Philippines WebBeds Manila, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Overview The Workforce Management Specialist is responsible for delivering accurate forecasting and scheduling to ensure the right staffing levels...
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Workforce Management Analyst
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Workforce Manager BPO to 85k to 100k
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Manila, Philippines Gap Solution Recurrent Firm Full timeWE’RE HIRING: WORKFORCE MANAGER (Onsite | Night Shift) We are looking for an experienced Workforce Management professional to join our growing team. Position: Workforce Manager Location: Makati Shift: Night Shift Salary: Up to PHP 85,000–90,000 Qualifications: 4–5 years of proven experience as a Workforce Manager or in a leadership role such as...
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Manila, Philippines Shopee Full timeShopee Manila, National Capital Region, Philippines About The Team The Workforce Management Lead – Partnerships ensures SCommerce meets operational targets by aligning headcount supply from agency partners. The role focuses on workforce forecasting, capacity planning, performance governance, and cross-functional collaboration to support efficient warehouse...
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Workforce Analyst
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Manila, National Capital Region, Philippines Cambridge University Press & Assessment Full time ₱35,000 - ₱47,000 per yearSalary:₱35,000 - ₱47,000- Location:Manila- Country:Philippines- Business Unit:Operations- Vacancy Type:Fixed Term- Closing Date:6 November 2025Meet the recruiterBeige SalesEmployment type: Fixed-Term/Secondment (6 months)Location: Makati City, Metro ManilaWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to...
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Workforce Analyst
3 weeks ago
, Metro Manila, Philippines Rippedboxstation Full timePosition: Workforce AnalystNumber of hours: 40 Hrs/weekSchedule: TBD Job Summary We are seeking a detail-oriented Workforce Analyst to manage staffing, scheduling, and real-time workforce optimization in a dynamic BPO environment. The ideal candidate will analyze call volume trends, forecast staffing needs, and ensure efficient workforce utilization to...
