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Workforce Management Lead - Monee Credit

MoNeed
5-7 Years
Philippines, Manila
  • Posted 7 days ago
  • Be among the first 10 applicants

Job Description

Job Description

  • Develop future staffing forecasts based on historical data, current business trends, and company growth projections.
  • Provide strategic recommendations or capacity plans to optimize productivity while balancing costs and customer wait times.
  • Coordinate the 24/7 scheduling matrix to guarantee seamless agent coverage across all shifts and chat queues.
  • Prepare and present high-level WFM performance reports and operational metrics to senior leadership.
  • Identify operational trends, risks, and opportunities through deep-dive data analysis.
  • Translate complex data points into actionable insights to continuously improve team performance.
  • Manage and upskill the team to handle daily chat spikes and keep our response times on track.

Requirements

  • Bachelor's Degree / 4-Year Course Graduate
  • At least 5 years experience in Workforce Management, specifically within a digital-first support environment
  • Advanced Excel and data analytics skills.
  • Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
  • Ready to guide team member/s from day one and scale the function as the company grows
  • Willing to work in BGC, and available for weekend shifts

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Workforce Management
Employment Type:
Full time

About Company

Job ID: 151671595

Last Updated: 28-07-2026 10:19:08 AM
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