The Workforce Services Manager is responsible for overseeing workforce management strategies, including forecasting, capacity planning, scheduling, and real-time monitoring to ensure optimal staffing levels and operational efficiency. This role involves managing WFM tools, analyzing performance metrics, and collaborating with operations, HR, and leadership teams to align workforce strategies with business objectives. The Workforce Services Manager ensures service level agreements (SLAs) are met, identifies areas for improvement, and implements workforce optimization initiatives. Strong analytical skills, leadership capabilities, and expertise in workforce management tools are essential for success in this role.
Work setup:
Onsite - Quezon City
Salary:
100,000 - 120,000
Qualifications:
Bachelor’s degree in Business Administration, Operations Management, or a related field.
8–12 years of experience in Workforce Management, preferably within a BPO or high-volume operations environment.
At least 5 years of leadership experience, overseeing workforce planning, scheduling, and real-time management.
Extensive knowledge of forecasting and scheduling methodologies, ensuring optimal staffing levels and resource allocation.
Strong analytical and problem-solving skills, with the ability to interpret data and make strategic workforce decisions.
Experience working with workforce management tools such as CMS Avaya, eWFM, Blue Pumpkin/Impact 360, IEX, or Genesys.
Excellent communication and stakeholder management skills, with the ability to collaborate effectively with cross-functional teams.
Proven ability to drive workforce optimization strategies, improve efficiency, and meet service level agreements (SLAs).
