Manager Workforce Management

3 days 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

  • Workforce Manager

    6 days 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...

  • Head of Workforce Management

    4 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Ensure compliance with account policies and processes to achieve established levels of productivity and efficiency. It ensures that it identifies the needs of the internal or external customer, even those not expressed, in order to offer solutions that truly meet those needs. Advise the Account Manager on the best strategies to implement in each of the...

  • Lead - Workforce Management | Cebu City

    2 weeks ago

    Cebu City, Central Visayas, Philippines Omega Healthcare Management Services Inc. Full time $40,000 - $60,000 per year

    People Management• Staffing CoverageResponsible for overseeing recruitment activities, conducting interviews, and making informed hiring decisions to ensure optimal staffing levels are maintained.• Performance MonitoringMonitors employee attendance, punctuality, and overall performance, while providing constructive feedback and coaching to support...

  • WORKFORCE MANAGEMENT

    1 week 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 Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines Tech Mahindra Full time ₱1,000,000 - ₱3,000,000 per year

    We're Hiring: Workforce ManagerWork Where People MatterAt 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...

  • Workforce Management Team Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines Majorel Full time ₱600,000 - ₱1,200,000 per year

    We're Hiring: Workforce Management Team Lead We are seeking a dynamic and organized Workforce Management Team Lead to oversee staffing operations and optimize workforce efficiency. The ideal candidate will lead a team to ensure proper scheduling, resource allocation, and performance management while driving operational excellence. Location:Cebu City,...

  • Workforce Manager

    2 weeks ago

    Cebu City, Central Visayas, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

    Job Title:WORKFORCE MANAGERTheWorkforce Managerensures vital contribution in the realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WFM Manager is the First Point of Contact and responsible...

  • Workforce Management Real Time Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines XMC INC. Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionXMC Inc. is a Business Process Outsourcing Agency dedicated to delivering essential services through comprehensive customer service solutions. We strive to provide access to high-quality support that meets the needs of our clients. Our commitment to excellence and customer satisfaction sets us apart in the industry.Role DescriptionThis is...

  • Workforce Management Executive

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱800,000 - ₱1,200,000 per year

    Role Purpose The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders. ͏ Job Responsibilities: 1. Design & generate MIS reports as per business requirements 2....

  • START ASAP Workforce Management Team Lead

    2 weeks ago

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

    The role We have an exciting opportunity for an experienced Workforce Management Team Lead to join our dynamic team at Teleperformance in Cebu City, Cebu. In this full-time role, you will be responsible for overseeing the workforce management operations, ensuring efficient scheduling and staffing to meet our clients' needs.Key responsibilitiesDevelop and...