Senior Workforce Manager

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines SupportZebra Full time $104,000 - $130,878 per year

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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