Workforce Manager

2 days ago

Quezon City, National Capital Region, Philippines Comrise Full time ₱120,000 per year

Key Responsibilities

1. Strategic Workforce Planning

  • Develop and implement long-term workforce strategies aligned with business objectives.
  • Forecast contact volumes, staffing requirements, and resource allocation to meet SLAs.
  • Collaborate with senior management to ensure workforce plans support operational goals.
  • Identify cost-saving opportunities while maintaining service quality.

2. Forecasting & Scheduling

  • Oversee accurate forecasting across all customer channels (voice, chat, email, social media).
  • Ensure optimized agent schedules for coverage and SLA adherence.
  • Lead real-time schedule adjustments based on performance and volume fluctuations.

3. Team Leadership & Development

  • Lead, mentor, and develop the WFM team to achieve excellence in forecasting, scheduling, and reporting.
  • Set clear performance goals, conduct regular reviews, and provide coaching/feedback.
  • Drive continuous learning through training on the latest WFM tools and best practices.

4. Performance Monitoring & Reporting

  • Track KPIs including service levels, adherence, shrinkage, occupancy, and forecast accuracy.
  • Present detailed reports and actionable insights to senior management.
  • Enable data-driven decisions across the contact center through workforce analytics.

5. Stakeholder Collaboration

  • Serve as liaison between WFM, Operations, HR, IT, and other key stakeholders.
  • Actively participate in cross-functional projects impacting workforce requirements.
  • Build strong client relationships through regular performance reviews and presentations.

6. Continuous Improvement

  • Lead initiatives to enhance forecasting accuracy, schedule adherence, and workforce utilization.
  • Incorporate feedback from agents and operations to improve WFM processes.
  • Champion a culture of innovation and continuous improvement.

Qualifications

  • Bachelor's degree in a related field; advanced degree a plus.
  • 7+ years of experience in workforce management, preferably in a call center environment.
  • 2+ years of progressive management experience leading WFM or analytics teams.
  • Experience in process improvement, with Six Sigma Green Belt certification preferred.
  • Strong expertise in data analysis, linking multiple data sets, and generating business insights.
  • Proven ability to quantify ROI and drive operational improvements.
  • Excellent leadership, coaching, and staff development skills.
  • Strong presentation, problem-solving, and communication abilities.
  • Proficiency in WFM tools, data analysis methods, and customer satisfaction analysis.

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

  • Health insurance

Application Question(s):

  • Do you hold a Six Sigma Green Belt certification?
  • Are you willing to work onsite in Eastwood?
  • How much are your salary expectations?

Experience:

  • Workforce management: 7 years (Required)
  • Leadership: 2 years (Required)
  • Power BI: 2 years (Required)

Work Location: In person

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