WE'RE HIRING WORKFORCE MANAGER
Do you enjoy balancing staffing needs with datadriven reporting Iron Mountain is looking for a WFM & MIS Lead to manage workforce planning and reporting for our operations.
About the Role
The WFM & MIS Lead will oversee scheduling, realtime workforce management and reporting. You will generate reports, analyze trends and help ensure adequate staffing to meet service levels.
Key Responsibilities
- Forecast call volume and demand; create schedules to ensure sufficient coverage.
- Conduct long and shortterm staffing planning and hiring forecasts.
- Monitor realtime operations, adjust staffing levels and maintain service levels.
- Generate and analyze reports on productivity, utilization and key performance metrics.
- Prepare and review client reports, participating in business reviews.
- Maintain data integrity across reporting systems and provide actionable insights.
- Collaborate with client workforcemanagement teams and internal stakeholders.
MustHave Qualifications
- Bachelor's degree.
- 5+ years of workforcemanagement or MIS experience in a contactcenter/BPO environment.
- Experience with WFM tools for forecasting, scheduling and realtime management.
- Strong analytical skills and proficiency in reporting tools (Excel, Power BI).
- Excellent communication skills; ability to present data insights.
- Willingness to work onsite in Manila.
GoodtoHave
- Experience integrating MIS and WFM functions.
- Exposure to care or collections operations.
- Certification in WFM software or related analytics.
Why Join Us
- Contribute to a critical function that balances people and performance.
- Collaborate with operations, client teams and leadership.
- Opportunity to influence staffing strategy for a global leader.
- Competitive pay and benefits.
How to Apply
Apply with your rsum and complete the screening questions. We'll contact qualified candidates for interviews.
