Job Summary
The Workforce Management Team Manager is responsible for leading and directing workforce management (WFM) operations to ensure optimal staffing, service level achievement, and operational excellence. This role oversees strategic workforce planning, team performance, data analytics, and stakeholder collaboration while ensuring compliance with policies and delivering costeffective workforce solutions aligned with business objectives.
Key Responsibilities
Team Leadership & Management
- Lead, mentor, and develop a team of workforce management professionals.
- Direct and supervise all workforcerelated activities, ensuring performance standards and delivery goals are met.
- Ensure team members are adequately trained, skilled, and equipped to support operational requirements.
Strategic Workforce Planning
- Develop and execute workforce strategies aligned with organizational and client objectives.
- Analyze workload variances and forecast staffing requirements to meet SLAs and performance targets.
- Advise leadership on efficient, scalable, and costeffective workforce strategies.
Operational Excellence
- Monitor service levels and provide realtime and shortterm forecasting support.
- Oversee WFM processes including scheduling, capacity planning, data integrity, and reporting.
- Ensure adherence to internal policies, client requirements, and regulatory standards.
Relationship & Stakeholder Management
- Maintain strong partnerships with business leaders, operations, clients, and account managers.
- Identify opportunities for service improvement and lead implementation of solutions.
- Collaborate crossfunctionally to align workforce plans with overall business strategy.
Performance Management
- Track, analyze, and manage team performance against defined KPIs and SLAs.
- Provide regular feedback, coaching, and development plans to enhance individual and team performance.
Budget & Cost Management
- Provide insights and recommendations to Operations and clients regarding workforce budgets.
- Support costoptimization initiatives while maintaining service quality and delivery excellence.
Data Analysis & Reporting
- Analyze workforce data to identify trends, risks, and optimization opportunities.
- Prepare reports, dashboards, and executivelevel presentations for internal leadership and clients.
- Use datadriven insights to drive continuous improvement initiatives.
Qualifications:
Education
- Vocational Diploma / Short Course Certificate or Bachelor's Degree in any field.
Experience
- Minimum 46 years of managerial experience in Workforce Management.
- Preferably 24 years experience as a Senior Workforce Manager or equivalent role.
- Proven track record in leading teams and delivering workforce service excellence.
Skills & Competencies
- Strong expertise in Workforce Management tools, MIS, and service delivery.
- Advanced skills in data analytics, statistics, data visualization, reporting, and dashboarding.
- Working knowledge of SQL.
- Expert proficiency in MS Excel, PowerPoint, and Google Sheets.
- Strong capability in scenario modeling and business case development.
- Excellent client management and business presentation skills.
- Highly analytical with strong problemsolving and decisionmaking abilities.
Certifications (Preferred)
- Business Analyst certification
- Six Sigma certification
- Workforce Management Professional or related certifications
Work Requirements
- Willing to work mid to graveyard shifts, including weekends and holidays if required.
- Willing to work onsite in Giga Center, Pasig.
- Fulltime position.
Why Join Us
- Competitive Salary & Benefits Earn well while enjoying great perks
- Career Growth Clear paths for promotions and skill development
- Supportive Work Environment Join a team that values you
- Comprehensive Training No experience No problem! We've got you covered
- Exciting Opportunities Be part of a dynamic and growing industry
Ready to take the next step Apply today!
