Workforce Manager

Employment Type: Full-Time Employment

Work Setup: Hybrid Setup

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: Up to 80,000 PHP/Monthly

The Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service delivery, operational efficiency, and an excellent customer experience. This role oversees the end-to-end workforce management lifecycle—including forecasting, capacity planning, scheduling, real-time monitoring, and pre and post-operations analysis. The Workforce Manager partners closely with operations leadership, client stakeholders, and support teams to ensure staffing solutions are aligned with business goals, service level agreements (SLAs), and key performance indicators (KPIs).

The ideal candidate is highly analytical, detail-oriented, and possesses extensive experience with contact center reporting systems, specifically Genesys, Avaya CMS, and related reporting platforms.

Forecasting & Capacity Planning

• Develop accurate long-term, mid-term, and short-term forecasts by analyzing historical call volume, seasonality, and business drivers.
• Translate forecasts into staffing and hiring plans to ensure adequate capacity while balancing cost efficiency.
• Partner with Operations to provide headcount requirements for hiring, training, and attrition backfill.
• Conduct scenario planning and "what-if" analysis to anticipate the impact of business changes, client programs, or special projects.

Scheduling & Intraday Management

• Design and implement optimized agent schedules that balance customer demand with employee preferences.
• Manage shift bids, time-off requests, and schedule changes in compliance with labor guidelines and contractual agreements.
• Monitor real-time adherence, availability, and queue performance to proactively manage variances from the plan.
• Adjust staffing allocations intraday to respond to unanticipated events (e.g., absenteeism, system downtime, or call spikes).

Real-Time Command Center (RTA) Oversight

• Lead the real-time management team to ensure proactive queue monitoring, escalation management, and SLA protection.
• Provide timely updates to operations leadership on performance trends and recommended interventions.
• Implement contingency plans during outages, spikes, or other operational risks.

Reporting, Analytics & Insights

• Utilize Genesys and Avaya CMS reporting tools to monitor call volume, handle times, occupancy, shrinkage, and service levels.
• Develop and automate dashboards that provide real-time visibility of KPIs and workforce efficiency.
• Partner with Operations and Client teams to analyze historical data, identify performance gaps, and recommend process improvements.
• Create executive-level presentations and reports with actionable insights for senior leadership.

Collaboration & Stakeholder Engagement

• Act as the subject matter expert (SME) for workforce planning tools and reporting platforms.
• Partner with Team Leaders, QA, Training, and HR to align workforce strategies with operational and people priorities.
• Provide coaching and support to workforce analysts to strengthen technical, analytical, and reporting capabilities.
• Participate in client calls and business reviews to represent workforce performance and strategies.

Compliance & Governance

• Ensure workforce practices comply with client agreements, labor laws, and organizational policies.
• Maintain accurate documentation of workforce processes, reporting standards, and escalation protocols.
• Protect data integrity and confidentiality in compliance with organizational and client standards.

• Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (Master's degree a plus).
• 3-5 years of progressive experience in Workforce Management within a high-volume contact center environment.
• Proven expertise in Genesys and Avaya CMS reporting platforms, with the ability to generate, interpret, and communicate complex datasets.
• Experience with both Genesys and Avaya CMS reporting systems is required, with demonstrated proficiency in utilising both platforms for workforce management analytics.
• Strong proficiency in workforce management tools (e.g., NICE, Verint, Aspect, IEX) and advanced Microsoft Excel.
• Experience with any recognised workforce management tool is essential, with the ability to adapt to various WFM platforms as required.
• Demonstrated ability to manage forecasting, scheduling, real-time management, and capacity planning.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication skills, with the ability to present complex information clearly to both technical and non-technical audiences.
• Experience in stakeholder management, with the ability to influence and build strong relationships at all organizational levels.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Key Competencies:

• Analytical Excellence – Ability to work with large datasets, identify patterns, and draw actionable insights.
• Strategic Thinking – Aligns workforce management strategies with business objectives and client expectations.
• Technical Proficiency – Advanced knowledge of Genesys, Avaya CMS, and reporting systems.
• Operational Agility – Quick decision-making in high-pressure, real-time environments.
• Collaboration & Leadership – Ability to mentor team members and work effectively with cross-functional groups.
• Communication – Strong verbal and written communication skills to engage with executives, clients, and frontline leaders.

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