Workforce Management Lead

1 day ago

Ortigas Metro Manila, Philippines iSupport Worldwide Full time ₱2,000,000 - ₱2,500,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Workforce Management (WFM) Lead to oversee client engagements, deliver strategic workforce solutions, and drive process transformation. You'll act as a trusted advisor, leading cross-functional teams to optimize forecasting, capacity planning, and performance. This role is ideal for WFM experts passionate about data, strategy, and improving business outcomes through analytics and technology.

You will provide the best service to our partner brands by performing these tasks:

  • Lead daily client engagement and act as the primary point of contact for workforce management projects
  • Manage internal teams of SMEs and Analysts to deliver timely, data-driven results
  • Oversee project planning, governance, and delivery across multiple client accounts
  • Drive change management and process improvement initiatives for client performance optimization
  • Conduct executive presentations and build strategic recommendations and business cases
  • Align operational data, KPIs, and customer experience goals for measurable outcomes
  • Stay current on emerging WFM technologies, automation tools, and AI-driven enhancements
  • Collaborate with the Principal Consultant to ensure quality, alignment, and governance
Who are we looking for?
  • Bachelor's degree in Business, Statistics, Engineering, or related field
  • At least 5 years of Workforce Management (WFM) experience, with leadership or project ownership
  • Strong understanding of forecasting, capacity planning, scheduling, and performance management
  • Proven client management and leadership skills, with the ability to influence and present to executives
  • Skilled in data analysis, visualization, and storytelling using tools like Tableau or Power BI
  • Experience with WFM platforms (IEX, Genesys 360, Collabri, eWFM, or similar)
  • Demonstrated success managing multiple priorities and cross-functional teams
  • Exposure to AI, automation, and machine learning concepts in workforce optimization
  • Strategic, analytical, and proactive mindset with excellent communication and presentation skills
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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