Senior Manager – Workforce Management

Job Overview We are looking for an experienced Senior Manager – Workforce Management to lead end-to-end workforce management operations within a contact center environment. The role is responsible for forecasting, scheduling, capacity planning, reporting, analytics, and driving operational efficiency across the business.

Key Responsibilities

• Lead workforce management functions including forecasting, scheduling, real-time management, and reporting
• Partner with Operations and stakeholders to align staffing requirements with business demands
• Drive data-driven decision-making through reporting and analytics
• Monitor service levels, staffing efficiency, and operational performance metrics
• Lead, mentor, and develop workforce management teams
• Implement process improvements to optimize workforce planning and service delivery
• Manage workforce governance and ensure operational compliance Requirements Qualifications:
• Bachelor’s degree or equivalent work experience required
• 12–14+ years of Workforce Management experience
• 8–10 years of leadership or management experience within WFM
• Hands-on experience with WFM tools such as NICE, Verint, Aspect, Genesys, or similar platforms
• Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, or similar technologies
• Can start ASAP
• Willing to work onsite in Mandaue/Cebu City