Join our team as a WFM Manager and lead data-driven workforce strategies that improve service levels, staffing efficiency, productivity, and operational performance. In this role, you will combine proven workforce management practices with AI, automation, and advanced analytics to help shape the future of our contact centre operations.
About the Role
The WFM Manager will oversee workforce planning, forecasting, capacity planning, scheduling, real-time management, reporting, and analytics across our BPO operations in the Philippines.
Reporting to the Head of WFM, you will lead the WFM team and work closely with Operations, Recruitment, Training, HR, IT, Analytics, Client Services, and other stakeholders to ensure staffing requirements are aligned with business and client needs.
Key Responsibilities
- Lead the WFM team across forecasting, capacity planning, scheduling, real-time monitoring, reporting, and analytics.
- Develop accurate short- and long-term forecasts based on historical volumes, trends, seasonality, shrinkage, attrition, business events, and client inputs.
- Create staffing and capacity plans that support service level, occupancy, utilization, productivity, billability, and cost targets.
- Oversee shift and break planning, leave allocation, overtime planning, schedule optimization, and intraday adjustments.
- Monitor real-time queue performance and recommend immediate corrective actions to address staffing gaps and SLA risks.
- Use AI-enabled tools, automation, and predictive analytics to improve forecasting, staffing models, scheduling, and real-time decision-making.
- Identify opportunities to automate repetitive WFM activities, including reporting, schedule generation, exception tracking, and performance alerts.
- Analyze operational data to identify volume patterns, productivity trends, staffing gaps, and potential business risks.
- Translate data and AI-generated insights into clear, practical recommendations for Operations and other stakeholders.
- Partner with technology and analytics teams to implement or enhance WFM platforms, dashboards, AI tools, and automation workflows.
- Manage, coach, and develop WFM planners, schedulers, and real-time analysts.
- Support new program launches, ramp-ups, transitions, seasonal volume changes, and client business reviews.
- Prepare workload simulations and WFM analyses for new project proposals.
- Ensure timely and accurate delivery of WFM reports, dashboards, and performance updates.
- Drive continuous improvement and standardization of WFM practices across the organization.
- Promote responsible AI use through proper data validation, human oversight, privacy, governance, and compliance.
- Ensure workforce planning and scheduling practices comply with Philippine labor regulations, company policies, and client requirements.
Qualifications
- Bachelor's degree in Computer Science, Business Administration, Operations Management, Statistics, or a related field.
- At least five years of relevant work experience, including a minimum of three years in a leadership role within workforce management, operations, or a contact centre environment.
- Proven experience leading WFM, capacity planning, or productivity functions in a BPO, contact centre, or customer service operation.
- Strong knowledge of WFM principles and metrics, including forecasting, staffing models, shrinkage, AHT, occupancy, utilization, schedule adherence, forecast accuracy, and service level.
- Experience using or optimizing WFM platforms such as NICE, Verint, Genesys, or similar systems.
- Experience supporting voice, chat, email, non-voice, back-office, or blended operations.
- Practical understanding of AI, automation, predictive analytics, machine learning concepts, or advanced analytics within WFM or contact centre operations.
- Strong analytical skills with the ability to validate AI-generated insights and convert data into actionable business recommendations.
- Excellent leadership, communication, presentation, and stakeholder-management skills.
- Strategic, proactive, results-oriented, and comfortable working hands-on when needed.
Advantageous Qualifications
- Experience with Power BI, Tableau, SQL, Python, robotic process automation, or other analytics platforms.
- Experience using AI-enabled WFM tools for forecasting, schedule optimization, workload planning, scenario modelling, or reporting.
- Knowledge of automated dashboards, anomaly detection, predictive staffing, and natural-language reporting tools.
- Lean Six Sigma, PMP, or other relevant professional certification.
Work Arrangement
- Office-based work arrangement.
- Must be willing to travel to other company sites when required.
- Must be amenable to a flexible schedule based on business and operational requirements.
