Manager Workforce Management

1 week ago

Cebu City, Central Visayas, Philippines PrimeMatch Advantage Full time ₱1,500,000 - ₱2,500,000 per year

Job Summary:

The Manager – Workforce Management is responsible for leading the WFM team in planning, forecasting, scheduling, and real-time management of contact center operations to achieve optimal service levels and operational efficiency. The role ensures that staffing levels align with business requirements while maintaining cost-effectiveness and performance excellence across multiple lines of business.

Key Responsibilities:
1. Forecasting & Capacity Planning

  • Develop short-term and long-term volume forecasts using historical data and business trends.
  • Collaborate with clients and internal stakeholders to anticipate future staffing needs.
  • Prepare capacity plans that balance operational efficiency with service-level goals.

2. Scheduling & Resource Allocation

  • Oversee schedule creation for agents to ensure adequate coverage across all shifts.
  • Manage shrinkage, leaves, and absenteeism to minimize impact on service delivery.
  • Implement flexible scheduling strategies to optimize workforce utilization.

3. Real-Time Management (RTM)

  • Monitor real-time queue performance and adjust staffing or routing to maintain SLAs.
  • Identify and respond proactively to volume spikes or system outages.
  • Coordinate with operations teams to ensure adherence to schedules and productivity targets.

4. Reporting & Analytics

  • Produce daily, weekly, and monthly reports on forecasting accuracy, staffing efficiency, and service levels.
  • Provide insights and recommendations for process improvement.
  • Track key metrics such as AHT, occupancy, shrinkage, FTE requirements, and adherence.

5. Team Leadership

  • Lead, mentor, and develop a team of WFM analysts and real-time specialists.
  • Foster collaboration between operations, HR, and client teams.
  • Conduct regular performance reviews and training sessions for WFM staff.

6. Process & Tool Management

  • Utilize WFM tools (e.g., Verint, Aspect, NICE, Genesys, or Avaya CMS) for accurate forecasting and scheduling.
  • Continuously improve WFM processes through automation and data-driven decision-making.
  • Ensure compliance with company policies, labor laws, and client contractual requirements.

Qualifications & Skills:

  • Bachelor's degree in Business Administration, Statistics, Mathematics, or a related field.
  • 5+ years of WFM experience in a BPO or contact center environment, with at least 2 years in a managerial role.
  • Strong understanding of contact center metrics, forecasting methods, and capacity planning.
  • Proficiency in MS Excel and WFM software (Verint, NICE, IEX, etc.).
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to work under pressure and manage multiple priorities.

Key Performance Indicators (KPIs):

  • Forecast accuracy
  • Schedule adherence
  • Service level achievement
  • Agent occupancy and utilization
  • Cost per FTE / efficiency ratio

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