Manager, Workforce Management

10 hours ago

Naga, Bicol, Philippines Quantrics Enterprises Inc. Full time $90,000 - $120,000 per year

Role Overview
A disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support functions to ensure the right people are in the right place at the right time.

Specific Duties And Responsibilities

  • Directly support and develop a team of up to 8 Workforce Team Leaders
  • Provide leadership and direction for an organization of 1000+ employees.
  • Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
  • Effectively manage client expectations and relationships
  • Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
  • Ensure that all ADHOC or regular reporting, Audits are accurate, and timelines are met on a regular basis

COMPETENCIES
Core Competencies (Must-have Competencies)

  • Strategic & Analytical Thinking:

  • Data Driven Decision Making, Leverages data analytics, dashboards, and performance trends to optimize service delivery and workforce planning.

  • Operational Excellence:

  • Real-Time Management skills. Deep understanding of intraday execution, schedule optimization, and real-time responses to volume fluctuations.

  • Process Improvement & Optimization, Drives initiatives to enhance WFM processes, automate reporting, and eliminate inefficiencies

  • Leadership & Influence:

  • Team Leadership & Development, coaches and grows WFM teams (planners, real-time analysts, schedulers), fosters ownership and capability-building.

  • Stakeholder Management, Builds trust and collaboration with Operations, Clients, HR, Recruitment, Training, and IT.

  • Client & Communication Excellence:

  • Client-Facing Communication, can confidently present forecasts, performance reports, risks, and action plans to internal and external clients.

  • Negotiation & Influence Balances business and client expectations through effective negotiation on staffing, metrics, and service levels.
  • Cross-Functional Collaboration, works effectively across departments to align priorities, resolve challenges, and deliver end-to-end support.

Complementary Competencies (Good-to-have Competencies)

  • Technical Proficiency:

  • WFM Tools Expertise, Knowledge on tools like NICE IEX is an advantage.

  • Reporting & Office Tools, Proficient in Excel, PPT and other MS office tools.

  • Understands how systems (telephony, CRM, ticketing) interact with WFM tools for accurate data flow and analysis.

  • Performance & Results Orientation:

  • KPI Ownership, Accountable for WFM-related metrics such as SLA, Forecast Accuracy, Shrinkage, Occupancy, Utilization, Adherence.

Qualifications
Educational Qualification/s

  • Educational Attainment of Bachelors Degree is required

Professional Qualification/s

  • Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
  • Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams

Work Conditions- Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
Ability to travel (

Performance Qualifications

  • Experience with Avaya or Cisco ACDs and Nice IEX WFM software
  • Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents

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