Workforce Management Manager

Job Description: We are hiring an experienced Workforce Management Manager to lead workforce planning and operations for a high-volume contact center environment. The role will oversee workforce strategy, forecasting, scheduling, real-time management, technology utilization, and WFM team development.

Responsibilities

Lead overall Workforce Management operations and strategy. Oversee forecasting, capacity planning, scheduling, and real-time workforce management. Analyze staffing requirements, volume trends, service levels, and operational performance. Develop and implement workforce strategies aligned with business objectives. Lead, mentor, develop, and retain WFM professionals and leaders.

Partner with Operations and other stakeholders to address staffing and performance needs. Identify opportunities for process improvement and workforce optimization. Ensure effective utilization of workforce and contact center technologies. Provide leadership reporting, insights, and workforce recommendations.

Requirements

Must have 12–14 years of Workforce Management experience. Must have 8–10 years of leadership or management experience, with demonstrated capability to lead, mentor, develop, and retain talent. Hands-on experience with telephony/contact center technologies such as Avaya, Cisco, Amazon Connect, Five9, or other leading platforms.

Preferably a Bachelor’s Degree graduate. Open to College Level candidates. Strong knowledge of forecasting, scheduling, capacity planning, real-time management, and workforce analytics. Strong leadership, stakeholder-management, analytical, and problem-solving skills. Willing to work onsite in Cebu / JDN Mandaue City.

Must be able to start ASAP.