Workforce Manager

Workforce Manager

Cebu | Full Onsite | Night Shift

We're looking for a WFM Manager to lead end-to-end workforce planning, forecasting, scheduling, and real-time performance management in a contact center environment.

About the Role

As WFM Manager, you will oversee workforce planning and execution across contact center operations, ensuring staffing capacity aligns with business demand and service level targets.

You will partner with Operations and business stakeholders, lead a team of WFM professionals, and use data-driven insights to improve staffing decisions, workforce utilization, and operational outcomes.

Key Responsibilities

• Lead end-to-end resource planning, capacity planning, and staffing augmentation.
• Oversee forecasting, workforce scheduling, shift design, and resource allocation across multiple lines of business.
• Monitor real-time service levels, staffing adherence, and operational performance.
• Drive intraday actions, including resource reallocation, reforecasting, and escalation management.
• Lead root cause analysis of service level misses, staffing gaps, and workforce inefficiencies.
• Develop corrective actions and continuous improvement initiatives for WFM processes and governance.
• Evaluate staffing models, overtime, and capacity adjustments to improve cost efficiency.
• Maintain workforce planning standards, policies, and audit-ready documentation.
• Lead, coach, and develop the WFM team while strengthening accountability and performance.

Must-Have Qualifications

• 12–14+ years of experience in Workforce Management, including 8–10 years in a leadership or management role.
• Hands-on experience with contact center WFM platforms such as NICE, Verint, Aspect, Genesys, or equivalent.
• Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, or equivalent.
• Strong knowledge of contact center operations, forecasting, capacity planning, scheduling, and workforce modeling.
• Experience analyzing operational data and translating findings into actionable workforce strategies.
• Advanced Excel proficiency and experience supporting reporting and analytics.
• Demonstrated ability to lead, coach, develop, and retain talent.
• Willingness to work full onsite in Cebu on a night shift schedule.
• Experience with statistical forecasting and modeling using R, RStudio, or Python.
• Working knowledge of Power BI, Tableau, Power Apps, or similar analytics tools.
• Exposure to automation using Power Automate, macros, scripting, or workflow automation.
• Experience designing or supporting contact center and back-office reporting and analytics