172 Workforce Management jobs in the Philippines

Responsibilities:

1. Responsible for MIS Specialists performance, development, mentoring, and coaching to meet and continuously improve both TechM and client service level metrics.

2. Oversee Adhoc reporting and real-time monitoring.

3. Assist MIS Manager in the supervision and execution of the activities and responsibilities of MIS Department.

4. Responsible to ensure schedules are based on trend analysis to meet staffing requirements.

5. Held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow.

6. Accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to MIS functions.

7. Coordinate team activities and special projects and Lead staff in accordance with policies and procedures of TechM and client requirements and expectations.

8. Recommend and coordinate needed changes based on process analysis.

9. Ensure to meet KPI's specific to each Tower.

Qualifications:

1. Strong understanding of TechMahindra's business, core values, and goals

2. Strong verbal and written communication skills

3. Ability to manage multiple, complex, on-going tasks and projects

4. Ability to lead and partner successfully with staff and chain of command

5. Great interpersonal skills

6. Strong attention to detail

7. Open, honest, and empathetic manner when dealing with people

8. Strong attention to detail and desire to follow procedures

9. High customer service orientation

10. Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly

11. High level of integrity, honesty, and judgment

12. Basic understanding of Data analysis and reporting

13. Action planningp

Job Description:

• Responsible for development and supervision of activities of resources related to Scheduling, Real Time Management, administer hiring, discipline, rewards, and performance management.
• Responsible for the day to day Real Time Management and Scheduling operations.
• Owns scheduling cycle and timelines from construction of initial schedule bids to performing the weekly adjustments
• Supervise the team members to produce various schedule scenarios to arrive at the optimum operational coverage, lowest cost, and highest quality of schedules
• Analyze and forecast call volume, handle time, headcount, attrition, PTO, sick trends, and other planning assumptions
• Analyze the time off process for the call center agents and determine PTO allotments.
• Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
• Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.
• Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.

Qualifications:

• At least 2 years experience handling WFM functions – Reports Management, Real Time Analysis, Scheduling and Planning
• With Experience working in a BPO Environment
• Has experience with People Management and have supervised a team
• Should be knowledgeable on various WFM tools
• Highly Analytical and should have excellent knowledge on Microsoft Excel
• Has the Ability to multitask and Flexible to cope up in a fast paced environment
• Must be amenable to work on Shifting Schedules
• Candidates should be able to work in our Cagayan de Oro site

Job Description:

The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.

Key Responsibilities:

• Assist in developing and maintaining accurate forecasts and schedules based on historical data, trends, and business requirements.
• Monitor intraday performance and provide actionable insights to meet service level targets.
• Collaborate with operations, HR, and recruitment teams to align workforce plans with business needs.
• Lead and mentor a team of workforce analysts and real-time coordinators.
• Analyze performance metrics and generate reports for senior leadership.
• Support implementation of WFM tools and process improvements.
• Participate in business reviews and provide workforce-related recommendations.
• Ensure compliance with labor laws, company policies, and contractual obligations.

Qualifications:

• Bachelor's degree in business administration, Statistics, or related field (preferred).
• Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment.
• At least 1 year of experience in a supervisory or leadership role.Skills & Competencies:
• Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
• Strong analytical and problem-solving skills.
• Advanced Excel skills; experience with data visualization tools is a plus.
• Advanced skills in Power BI
• Preferred: Experience with multi-site or global workforce operations.
• Knowledge of Six Sigma or Lean methodologies.
• Familiarity with SQL or other data query languages.
• Amenable to work onsite in Eastwood.

Kenvue is currently recruiting for:

This position reports into Data Management and Strategy Manager and is based at Paranaque, Philippines.

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you Join us in shaping our future–and yours.

The Workforce Management Analyst will be responsible for ensuring that workforce strategies align with operational goals through real-time monitoring, forecasting, and scheduling activities. This role is essential in maintaining schedule adherence, agent availability, and service level performance across contact center operations.

Key Job Responsibilities:

• Monitor call, chat, email, and case queues to ensure service goals are met.
• Oversee real-time adherence to agent schedules including breaks, lunch, and off-phone activities.
• Provide headcount requirements (FTE) for upcoming campaigns and queues.
• Support scheduling and capacity planning for optimal resource allocation.
• Assist in creating reports and dashboards to inform leadership decisions and identify improvement opportunities.
• Collaborate with operations teams to adjust strategies based on real-time trends and variances.

Required Qualifications

• Bachelor's degree in any field.
• Minimum of 1 year experience in workforce management, forecasting, or analytics within a global or large-scale call center.
• Strong background in Real-Time Adherence (RTA) and agent scheduling.
• Analytical thinker with solid decision-making skills and high attention to detail.
• Proficient in interpreting data and transforming it into actionable insights.

Desired Qualifications

• Experience with workforce forecasting tools or platforms and knowledge of multivariate statistical techniques.
• Prior experience in service performance metrics, reporting dashboards, and performance analysis.
• Demonstrated ability to drive results and support business decisions through data.
• Strong communication and stakeholder engagement skills across diverse teams.

·    Competitive Benefit Package

·    Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More

·    Learning & Development Opportunities

·    Employee Resource Groups

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identify, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Ensures adequate staffing to support the servicing requirements of Operations and meet agreed service level agreement, through proper forecasting, planning, and other necessary movements.

What You'll Do

• Responsible for creating short-term and long-term forecasts of interaction volumes.
• Working with Operations leaders, and Workforce Management Team for internal staffing movement recommendations to support headcount requirement based on needs per channels.
• Creating schedules for shift bid based on staffing requirements per channel. This includes shift schedule, meal breaks, trainings, coaching adhoc pull outs etc.
• Manage leave requests from operators ensuring adequate headcount needed to support the volume is still being met.
• Creates and maintains Workforce Management Team related reports using Operations preferred visual representation
• Partners with Analytics to ensure accurate and timely reporting of data such as Abandon Rate, Number of Calls, trends, forecasting, schedules, shrinkage, service level agreements etc.

What You Need To Have:

• Advanced proficiency in Microsoft Office tools especially Microsoft Excel
• Knowledgeable in VBA, Macros and SQLs
• Understanding of the workload hours model, and conversion to headcount requirements
• Good Understanding of standard call center metrics
• Knowledge in mathematical computations required to derive call center key performance indicator

What Can Set You Apart:

• High attention to detail
• Able to work independently and proactively
• Good interpersonal communication skills
• Adaptability to process changes

Job Perks You'll Enjoy

• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility
• Opportunity to work and train in our international offices

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ECAM is looking for talented individuals like you Be the next 
Workforce Management Analyst
.

ECAM's Workforce Analyst is responsible in ensuring that the Monitoring Center meets the established standards of quality including reliability, usability, and performance. The WFM Analyst ensures that organization has the right people with the right skill in the right place at the right time. The WFM Analyst monitors real-time staffing congruent to the plan and reports discrepancies noted. Real time and historical data are analyzed to better scheduling in partnership with Operations.

Job Highlights:

• Day 1 HMO for you and two (2) of your dependents.
• Annual and Performance Based Salary Increase
• Additional Leave Credits

Duties and Responsibilities:

• Ensures that published schedule shells are based on the 6-week forecast and should maintain a margin of error of +/- 5%.
• Maintains a schedule analysis portfolio in aid of scheduling improvement parallel to volume arrival.
• Coordinates, plans, and implements workforce-impacting activities.
• Monitors schedule adherence/compliance thru attendance monitoring.
• Perform other duties as assigned by the WFM Supervisor.
• Ability to provide support to operations.

Qualifications:

• Bachelor's degree in quantitative domain and/or relevant experience with data analytics is an advantage.
• 1-3 years of experience in workforce management scheduling, analysis and reporting.
• Intermediate Excel skills are required.
• Strong macro and programming skills are preferable.
• Experience in creating dashboards and/or templates.
• Proven ability to analyze results and recommend solutions.
• Experience in communicating to all levels of the organization.
• Flexibility in handling different tasks assigned by manager/supervisor.
• Can work during weekends, holidays, and in shifting schedules including the night shift.
• Well-organized, detail-oriented, ability to multi-task with great follow-up skills
• Has a strong written and verbal communication skills
• Ability to build strong interpersonal relationships to effectively contribute to a highly collaborative and trust-based work environment
• Strong problem-solving, decision-making skills
• Stakeholder Management

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.

Role Overview
A disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support functions to ensure the right people are in the right place at the right time.

Specific Duties And Responsibilities

• Directly support and develop a team of up to 8 Workforce Team Leaders
• Provide leadership and direction for an organization of 1000+ employees.
• Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
• Effectively manage client expectations and relationships
• Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
• Ensure that all ADHOC or regular reporting, Audits are accurate, and timelines are met on a regular basis

COMPETENCIES
Core Competencies (Must-have Competencies)

• Strategic & Analytical Thinking:

• Data Driven Decision Making, Leverages data analytics, dashboards, and performance trends to optimize service delivery and workforce planning.

• Operational Excellence:

• Real-Time Management skills. Deep understanding of intraday execution, schedule optimization, and real-time responses to volume fluctuations.

• Process Improvement & Optimization, Drives initiatives to enhance WFM processes, automate reporting, and eliminate inefficiencies

• Leadership & Influence:

• Team Leadership & Development, coaches and grows WFM teams (planners, real-time analysts, schedulers), fosters ownership and capability-building.

• Stakeholder Management, Builds trust and collaboration with Operations, Clients, HR, Recruitment, Training, and IT.

• Client & Communication Excellence:

• Client-Facing Communication, can confidently present forecasts, performance reports, risks, and action plans to internal and external clients.

• Negotiation & Influence Balances business and client expectations through effective negotiation on staffing, metrics, and service levels.
• Cross-Functional Collaboration, works effectively across departments to align priorities, resolve challenges, and deliver end-to-end support.

Complementary Competencies (Good-to-have Competencies)

• Technical Proficiency:

• WFM Tools Expertise, Knowledge on tools like NICE IEX is an advantage.

• Reporting & Office Tools, Proficient in Excel, PPT and other MS office tools.

• Understands how systems (telephony, CRM, ticketing) interact with WFM tools for accurate data flow and analysis.

• Performance & Results Orientation:

• KPI Ownership, Accountable for WFM-related metrics such as SLA, Forecast Accuracy, Shrinkage, Occupancy, Utilization, Adherence.

Qualifications
Educational Qualification/s

• Educational Attainment of Bachelors Degree is required

Professional Qualification/s

• Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
• Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams

Work Conditions- Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
Ability to travel (

Performance Qualifications

• Experience with Avaya or Cisco ACDs and Nice IEX WFM software
• Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents