Workforce (WFM) Manager | Shaw On Site | Night Shift

3 days ago

Mandaluyong City, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time ₱1,500,000 - ₱2,500,000 per year

This is Work On Site in Shaw, Mandaluyong and Night Shift.

IBEX Global is looking for a Workforce (WFM) Manager supporting a Global Sports Event Promotion Company/LOB.

Job Responsibilities:

  • Manage day-to-day operations of the Workforce Management Real Time Adherence team.
  • Maintain service levels while minimizing overtime and optimizing resource use.
  • Develop and implement policies and procedures to standardize WFM functions.
  • Lead forecasting, scheduling, and load balancing for call center activities.
  • Create, maintain, and communicate work schedules for all transaction-based work (calls, correspondence, training, meetings, etc.).
  • Monitor call volume patterns and adjust staffing plans in real time.
  • Reforecast workforce requirements based on changing business needs.
  • Collaborate with supervisors to manage planned and unplanned absences.
  • Analyze operational and workforce data to refine staffing strategies and forecasts.
  • Generate forecasts on intra-daily, daily, weekly, monthly, and annual intervals.
  • Identify call volume trends and provide recommendations to improve service levels.
  • Establish communication channels for events impacting call volumes.
  • Partner with site leadership to identify opportunities for operational improvements.
  • Advise managers on workload balancing, staffing adjustments, and planning.
  • Create and maintain real-time, historical, and custom WFM reports.
  • Develop and maintain business continuity and disaster recovery plans related to workforce management.
  • Manage and coach Real-Time Supervisors, providing regular performance feedback.
  • Participate in hiring and workforce manpower planning.
  • Lead the team to achieve performance goals and service level targets.

Education & Experience

  • Minimum of 5 years of related experience in call center workforce management, preferably within a global command center setup.
  • At least 3 years of experience in a managerial or leadership capacity.

Knowledge

  • Proficiency in Workforce Management tools such as CMS, IEX Total View (highly preferred), eWFM, Blue Pumpkin, and advanced Microsoft Excel.
  • Solid understanding of Six Sigma methodologies; Black Belt or Green Belt certification preferred.
  • Strong knowledge of call center operations, processes, and procedures.

Skills

  • Excellent verbal and written communication skills.
  • Exceptional presentation and analytical skills.
  • Strong interpersonal skills for both individual and team interactions.
  • Effective organizational and time management skills.
  • Strong reporting and data interpretation skills.

Abilities

  • Proven ability to lead and develop teams, fostering a high standard of work ethics and professional relationships.
  • Collaborative working style with the ability to work independently and as part of a team.
  • Strong ability to plan, organize, and schedule workflows to meet tight deadlines.
  • Adaptable to change while maintaining a positive attitude.
  • Ability to manage multiple projects simultaneously.
  • Confident in communicating with all levels of management.
  • Willingness and ability to work on a flexible or shifting schedule, including graveyard shifts.

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