URGENT: Workforce Manager (With BPO Experience)

About the Role:

The Workforce Manager oversees forecasting, scheduling, intraday management, and workforce optimization across the organization. This role provides strategic leadership, ensures operational excellence, enhances forecast accuracy, and delivers data‑driven insights that support executive decision‑making. The WFM Manager leads a team of analysts and serves as the key partner to Operations in maintaining performance, service levels, and workforce efficiency.

• Candidates must have 4-5 years of workforce management experience in forecasting, scheduling, and intraday management.
• Proficiency across multiple WFM software platforms is required to deliver data-driven insights and support executive decision-making.
• A minimum of 3-5 years of team management experience is essential for leading a team of analysts.

Location: Cyber Sigma Building 20th Floor, Lawton Avenue, McKinley West, Bonifacio Global City, Fort Bonifacio 1630, Taguig City, NCR, Philippines.

Employment Type: Full-time

Work Setup: Onsite

Key Responsibilities:

• Using historical data and predictive analytics to forecast future staffing needs, considering factors like seasonal changes, promotions, or unexpected events. This prevents both overstaffing (wasted budget) and understaffing (poor customer service).
• Developing and managing employee schedules that match the forecasted demand while also accounting for employee availability, skill sets, time-off requests, and labor regulations. This often involves using specialized WFM software for automation and efficiency.
• Tracking employee work hours, breaks, and absences to ensure accurate payroll processing and compliance with labor laws
• Real-Time (Intraday) Management: Monitoring daily operations and staffing levels in real-time. This involves dynamically adjusting schedules, reallocating resources, and responding quickly to unexpected events like sudden call volume spikes or agent absences to maintain service levels.
• Tracking key performance indicators (KPIs) such as customer satisfaction (CSAT), first call resolution (FCR), and schedule adherence. This data is used to evaluate individual and team performance, identify areas for improvement, and provide coaching or additional training.
• Compiling comprehensive reports for senior management on workforce metrics, trends, and performance. This data helps inform short-term tactical decisions and long-term strategic planning for the organization.