We're Hiring: Workforce Management (WFM) Manager

Location: Taguig

Responsibilities:

• Lead and manage the WFM team to meet performance and business goals.

• Provide effective coaching and feedback to Assistant Managers and/or Senior WFM Executives to enhance individual and team performance.

• Serve as a subject matter expert on Capacity Planning, Forecasting, Scheduling, and Real-Time Queue Management.

• Set clear performance expectations and team objectives; monitor KPIs to evaluate effectiveness.

• Recommend strategies to balance staffing needs with operational efficiency and financial targets.

• Ensure that Staffing Plans for all processes are accurate and consistently updated.

• Oversee the quality and timeliness of work produced by the WFM team.

• Collaborate with WFM business partners to meet critical assignments and deliverables.

• Guide teams in applying WFM tools and standards to support operational needs.

• Set professional development goals for team members and support them in achieving these milestones.

• Ensure team compliance with mandatory WFM training and knowledge standards.

• Enforce adherence to WFM processes and best practices across the team.

Requirements:

• Bachelor’s degree, preferably in Mathematics, Statistics, or a related field.

• 3–5 years of experience in managing Workforce Operations with client and/or senior management exposure.

• Proven expertise in capacity planning, forecasting, scheduling, real-time management, and reporting.

• Proficient in workforce management tools and systems.

• Excellent organizational, project management, and presentation skills.

• Strong analytical skills; capable of working with large datasets to identify trends and actionable insights.

• Ability to handle multiple complex tasks and projects simultaneously.

• Detail-oriented with a continuous improvement mindset.

• Proficient in MS Office applications (Excel, Outlook, PowerPoint); ability to learn new technologies quickly.

• Excellent verbal and written communication skills.

• A motivated, self-starting leader with a “Happy @ Work” approach to coaching and team development.

Please refer to job description.