Senior Workforce Manager
16 hours ago
Senior Workforce Manager (or Workforce Manager)
Cagayan de Oro City, Northern Mindanao, Philippines (On-site)
Full-time
About SupportZebra
SupportZebra is a U.S.-headquartered outsourcing company with operations in the Philippines. We specialize in customer support, sales & marketing, back-office, and technical support. With 24/7/365 operations, we help global brands scale with precision, efficiency, and care.
Role Overview
We are hiring a
Senior Workforce Manager
(or Workforce Manager, depending on candidate experience) to lead
Workforce Management (WFM)
operations in our growing organization. This leader will oversee our
largest e-commerce account
, managing peak and non-peak demand planning, while also providing
consultative support to other mid-size programs
, helping optimize their workforce processes.
Key Responsibilities
- Lead
forecasting, capacity planning, and scheduling
to meet service-level agreements across multiple lines of business. - Manage
real-time adherence and intraday adjustments
to ensure staffing levels meet dynamic needs. - Partner with
Operations, QA, Training, Recruitment, and IT
to ensure end-to-end workforce alignment. - Deliver
reporting and insights
on shrinkage, attrition, absenteeism, and staffing risks. - Conduct
risk assessments
on workforce planning and develop proactive measures for business continuity. - Provide
consultative support to other mid-size programs
, helping optimize their workforce processes. - Mentor and coach Workforce Planners, RTAs, and Analysts to strengthen the WFM team's capability.
- Represent WFM during client and internal business reviews, providing actionable insights and recommendations.
Qualifications
- Strong background in
Workforce Management
within a
BPO/contact center environment
. - Experience in
capacity planning, scheduling, and real-time management
at scale. - Excellent
analytical, problem-solving, and stakeholder management skills
. - Familiarity with WFM tools such as
IEX, Verint, NICE, Aspect, or similar
. - Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field (preferred but not required).
- Preferred but not required
: Experience in
e-commerce or retail accounts
, handling
peak and non-peak volume planning
.
Why Join Us?
- Opportunity to
lead WFM for our largest e-commerce account
and shape strategy for multiple clients. - Be part of a
fast-growing BPO
that values innovation, collaboration, and people-first leadership. - Competitive compensation and growth opportunities within a global organization.
Note:
Final designation (
Workforce Manager
vs.
Senior Workforce Manager
) will depend on candidate experience and fit.
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