Workforce Manager

2 hours ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱450,000 - ₱850,000 per year

Key Responsibilities:

  • Assist in developing and maintaining accurate schedules based on historical data, trends, and business requirements
  • Monitor intraday performance and provide capacity planning
  • Collaborate to align forecasting of headcount plans with business needs
  • Lead and mentor a team of workforce analysts and real-time coordinators
  • Analyze performance metrics and generate reports for senior leadership
  • Support implementation of WFM tools and process improvements
  • Participate in business reviews and provide workforce-related recommendations
  • Create Workforce related reports and data analysis

Qualifications:

  • Bachelor's degree in Business Administration, Statistics, or related field (preferred).
  • Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment
  • At least 1 year of experience in a supervisory or leadership role
  • Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)
  • Strong analytical and problem-solving skills
  • Advanced Excel skills; experience with data visualization tools is a plus
  • Preferred: Experience with multi-site or global workforce operations
  • Knowledge of Six Sigma or Lean methodologies
  • Experienced in end-to-end Workforce processes
  • Other skills such as Power BI, Power Query, and Visual Basic is a plus

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