Global WFM Manager

Job Title: Global WFM Manager

Work Location: Eastwood

Work Setup and Schedule: Onsite - Night Shift

Salary: PHP 90,000 - 100,000

Start Date: ASAP

Job Description (JD):

The Global WFM Manager oversees and takes full responsibility for all operational support aspects of the contact center. This includes facilitating and monitoring workforce planning issues such as staffing, scheduling, and forecasting systems, along with policies and procedures. The role may involve overseeing the implementation and execution of all training programs within the contact center. The position is also responsible for managing contact center quality issues and support system implementation and management. The Global WFM Manager may be tasked with managing multiple contact centers.

As an experienced specialist in a specific discipline, the Global WFM Manager has a thorough understanding of related disciplines. They are often the driving force behind the development of new solutions for programs, complex projects, processes, or activities. The role involves making final decisions and opinions in the area of expertise, as well as coaching, mentoring, and training others.

The Global WFM Manager ensures the implementation of short-to-medium-term activities within the business area or supports the sub-function in alignment with the department's strategy. The role is responsible for developing and implementing appropriate policies, processes, and standards to support the tactical direction. The position involves leading a team of specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Qualifications:

Bachelor's Degree in Business Administration, Management, or a related field. A Master's degree is a plus.

At least 5-7 years of experience in Workforce Management (WFM), with a focus on contact centers.

Proven experience in staffing, scheduling, forecasting, and capacity planning for global contact centers.

Leadership experience in managing teams of specialists or analysts, with a demonstrated ability to mentor, coach, and develop talent.

Experience managing multiple contact centers or large-scale operations is a significant advantage.

Strong understanding of contact center quality standards, performance metrics, and support systems.

Proficiency in WFM software/tools such as NICE, Verint, or similar platforms.

Solid understanding of workforce analytics, operational efficiency, and process improvement.

Familiarity with global WFM best practices and the ability to adapt strategies for diverse regions and markets.

Project management skills, with the ability to drive initiatives and implement changes across multiple teams or centers.