URGENT | WFM Manager

4 days ago

Pasay, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities
  • Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.
  • Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.
  • Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.
  • Manage scheduling processes, including shift bids, time-off planning, and exception handling.
  • Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.
  • Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
  • Drive continuous improvement in WFM tools, processes, and analytics capabilities.
  • Mentor and develop WFM analysts and schedulers to build a high-performing team.
Required Qualifications
  • Minimum of 3–5 years of experience in Workforce Management within a contact center or service operations environment.
  • Strong proficiency in WFM platforms
  • Advanced skills in Excel, data analysis, and reporting tools.
  • Proven ability to lead teams, manage multiple priorities, and influence cross-functional stakeholders.

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