Workforce Manager, Cebu

3 hours ago

Cebu City, Central Visayas, Philippines BRISolutions Human Resource Inc Full time ₱2,000,000 - ₱2,500,000 per year

Career Opportunity: Workforce Manager

Location: Cebu

Qualifications:

  • At least 5 years of experience in WFM and 8 years overall in the BPO/call center industry.
  • Strong knowledge of Planning, Forecasting, Scheduling, Real-Time Management, and Reporting.
  • Proficient in Excel and experienced in WFM tools such as Aspect/IEX/BP Standard Tools and Avaya CMS.
  • Knowledge of VBA, MS Access, or SQL is a plus.

Key Responsibilities:

  • Oversee and deliver all aspects of Workforce Management (WFM) — Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
  • Generate accurate and timely dashboards and reports to support client and internal requirements.
  • Ensure all SLA metrics (Service Level, Abandon Rate, etc.) are consistently met.
  • Analyze data, identify trends, and recommend strategies for performance and revenue enhancement.
  • Manage client relationships (internal and external) and ensure timely, accurate delivery of MIS reports.
  • Lead a team, foster collaboration, and maintain data confidentiality.
  • Proactively identify and implement improvements in workforce efficiency.
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Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Life insurance
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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