Senior Workforce Manager

23 hours ago

Quezon City, National Capital Region, Philippines Nezda Global Full time ₱1,500,000 - ₱2,500,000 per year

Role:
Senior Workforce Manager

Location:
Quezon City

Schedule:
Shifting

Work Set-up:
On Site

Employment Type:
Full Time and Direct Hire

About the Role:

We are seeking a
Senior Workforce Manager
to lead our Workforce Management (WFM) function across multiple lines of business. This role will be responsible for strategic capacity planning, forecasting, scheduling, and real-time management to ensure optimal service delivery and operational efficiency. You will partner closely with Operations, Finance, and Client Services to drive business results and workforce strategies.

  • Lead and manage Workforce Management teams including Forecasting, Scheduling, and Real-Time Management (RTM).
  • Create staffing and hiring plans aligned with contractual SLAs, business growth, and financial targets.
  • Develop medium to long-term demand forecasts using historical trends, seasonality, and business drivers.
  • Implement WFM best practices, process improvements, and automation initiatives.
  • Mentor and develop a high-performing WFM team.

Job Qualifications:

  • Bachelor's Degree of any course.
  • 7+ years of experience in Workforce Management
    in a BPO or shared services environment.
  • 5+ years in a leadership role
    managing WFM teams.
  • Strong experience in capacity planning, forecasting models, and staff planning.
  • Advanced proficiency in WFM tools (IEX, NICE, Verint, Aspect) and Excel/Google Sheets.
  • Strong presentation skills with experience interacting with senior stakeholders and clients.

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