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



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