947 Workforce Manager jobs in the Philippines

Positions: Workforce Manager

Location : Cebu

Setup: Onsite

Schedule: Shifting

Employment: Full-time / Regular

Job Summary

The Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, and real-time management to ensure optimal staffing levels and efficient operations. This role plays a key part in balancing business needs with employee productivity, driving service level achievements, and supporting business goals through effective workforce strategies. The Workforce Manager also collaborates with operations, client services, and support teams to deliver accurate capacity planning, performance analysis, and continuous process improvement.

Qualifications

1. Bachelor's degree in any field (preferably in Business Administration, Statistics, or related discipline).
2. Minimum of 8 years overall BPO experience, with at least 2–3 years in a Workforce Manager role.
3. Strong knowledge of WFM domains: Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Reporting.
4. Proven ability to manage workforce planning tools and software (e.g., IEX, Verint, Aspect, NICE, Genesys)

Employment Type: Full-Time Employment

Work Setup: Hybrid Setup

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: Up to 80,000 PHP/Monthly

Position Overview

The Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service delivery, operational efficiency, and an excellent customer experience. This role oversees the end-to-end workforce management lifecycle—including forecasting, capacity planning, scheduling, real-time monitoring, and pre and post-operations analysis. The Workforce Manager partners closely with operations leadership, client stakeholders, and support teams to ensure staffing solutions are aligned with business goals, service level agreements (SLAs), and key performance indicators (KPIs).

The ideal candidate is highly analytical, detail-oriented, and possesses extensive experience with contact center reporting systems, specifically Genesys, Avaya CMS, and related reporting platforms.

Key Responsibilities:

Forecasting & Capacity Planning

• Develop accurate long-term, mid-term, and short-term forecasts by analyzing historical call volume, seasonality, and business drivers.
• Translate forecasts into staffing and hiring plans to ensure adequate capacity while balancing cost efficiency.
• Partner with Operations to provide headcount requirements for hiring, training, and attrition backfill.
• Conduct scenario planning and "what-if" analysis to anticipate the impact of business changes, client programs, or special projects.

Scheduling & Intraday Management

• Design and implement optimized agent schedules that balance customer demand with employee preferences.
• Manage shift bids, time-off requests, and schedule changes in compliance with labor guidelines and contractual agreements.
• Monitor real-time adherence, availability, and queue performance to proactively manage variances from the plan.
• Adjust staffing allocations intraday to respond to unanticipated events (e.g., absenteeism, system downtime, or call spikes).

Real-Time Command Center (RTA) Oversight

• Lead the real-time management team to ensure proactive queue monitoring, escalation management, and SLA protection.
• Provide timely updates to operations leadership on performance trends and recommended interventions.
• Implement contingency plans during outages, spikes, or other operational risks.

Reporting, Analytics & Insights

• Utilize Genesys and Avaya CMS reporting tools to monitor call volume, handle times, occupancy, shrinkage, and service levels.
• Develop and automate dashboards that provide real-time visibility of KPIs and workforce efficiency.
• Partner with Operations and Client teams to analyze historical data, identify performance gaps, and recommend process improvements.
• Create executive-level presentations and reports with actionable insights for senior leadership.

Collaboration & Stakeholder Engagement

• Act as the subject matter expert (SME) for workforce planning tools and reporting platforms.
• Partner with Team Leaders, QA, Training, and HR to align workforce strategies with operational and people priorities.
• Provide coaching and support to workforce analysts to strengthen technical, analytical, and reporting capabilities.
• Participate in client calls and business reviews to represent workforce performance and strategies.

Compliance & Governance

• Ensure workforce practices comply with client agreements, labor laws, and organizational policies.
• Maintain accurate documentation of workforce processes, reporting standards, and escalation protocols.
• Protect data integrity and confidentiality in compliance with organizational and client standards.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (Master's degree a plus).
• 3-5 years of progressive experience in Workforce Management within a high-volume contact center environment.
• Proven expertise in Genesys and Avaya CMS reporting platforms, with the ability to generate, interpret, and communicate complex datasets.
• Strong proficiency in workforce management tools (e.g., NICE, Verint, Aspect, IEX) and advanced Microsoft Excel.
• Demonstrated ability to manage forecasting, scheduling, real-time management, and capacity planning.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication skills, with the ability to present complex information clearly to both technical and non-technical audiences.
• Experience in stakeholder management, with the ability to influence and build strong relationships at all organizational levels.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Key Competencies:

• Analytical Excellence – Ability to work with large datasets, identify patterns, and draw actionable insights.
• Strategic Thinking – Aligns workforce management strategies with business objectives and client expectations.
• Technical Proficiency – Advanced knowledge of Genesys, Avaya CMS, and reporting systems.
• Operational Agility – Quick decision-making in high-pressure, real-time environments.
• Collaboration & Leadership – Ability to mentor team members and work effectively with cross-functional groups.
• Communication – Strong verbal and written communication skills to engage with executives, clients, and frontline leaders.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.

Job Type: Full-time

Pay: Php65, Php80,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person

We're Hiring: Workforce Manager

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits

Your Day-to-Day

• Own the MIS delivery for the account across all aspects of Workforce Management: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
• Perform high-level data analysis and generate dashboards, reports, and ad-hoc reports
• Ensure accurate and timely reporting to meet client requirements within TAT
• Maintain data confidentiality and ensure SLA metrics like Service Level and Abandonment % are consistently met
• Identify and implement revenue enhancement opportunities
• Proactively provide solutions to mitigate potential performance or revenue issues
• Manage and lead the WFM team effectively
• Support departmental goals and adapt to changing business needs
• Collaborate with internal and external clients for effective communication and delivery

What We're Looking For

• Strong analytical skills and logical thinking
• Understanding of operational processes and reporting
• Ability to multi-task and adapt to change
• Experience in team management
• Proficiency in Excel; ability to upskill team members
• Preferably knowledgeable in VBA, MS Access, and SQL
• Exposure to Aspect/IEX/BP standard WFM tools
• Familiarity with Avaya CMS
• Excellent communication skills with the ability to manage conversations effectively
• Ability to make quick decisions that impact business outcomes

Work Setup

Location: Lahug, Cebu City

Shift: Shifting schedule

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you're ready for a role where you can grow, make a difference, and enjoy the ride — we'd love to meet you. Apply today and let's get started.

Employment Type:
Full-Time Employment

Work Setup:
Hybrid Setup

Work Schedule:
Night Shift (Following U.S. Eastern Time Zone)

Location:
Eastwood, Libis, Quezon City

Salary Package:
75,000 PHP/Monthly

Position Overview
The Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service delivery, operational efficiency, and an excellent customer experience. This role oversees the end-to-end workforce management lifecycle—including forecasting, capacity planning, scheduling, real-time monitoring, and pre and post-operations analysis. The Workforce Manager partners closely with operations leadership, client stakeholders, and support teams to ensure staffing solutions are aligned with business goals, service level agreements (SLAs), and key performance indicators (KPIs).

The ideal candidate is highly analytical, detail-oriented, and possesses extensive experience with contact center reporting systems, specifically
Genesys, Avaya CMS, and related reporting platforms
.

Key Responsibilities
Forecasting & Capacity Planning

• Develop accurate long-term, mid-term, and short-term forecasts by analyzing historical call volume, seasonality, and business drivers.
• Translate forecasts into staffing and hiring plans to ensure adequate capacity while balancing cost efficiency.
• Partner with Operations to provide headcount requirements for hiring, training, and attrition backfill.
• Conduct scenario planning and "what-if" analysis to anticipate the impact of business changes, client programs, or special projects.

Scheduling & Intraday Management

• Design and implement optimized agent schedules that balance customer demand with employee preferences.
• Manage shift bids, time-off requests, and schedule changes in compliance with labor guidelines and contractual agreements.
• Monitor real-time adherence, availability, and queue performance to proactively manage variances from the plan.
• Adjust staffing allocations intraday to respond to unanticipated events (e.g., absenteeism, system downtime, or call spikes).

Real-Time Command Center (RTA) Oversight

• Lead the real-time management team to ensure proactive queue monitoring, escalation management, and SLA protection.
• Provide timely updates to operations leadership on performance trends and recommended interventions.
• Implement contingency plans during outages, spikes, or other operational risks.

Reporting, Analytics & Insights

• Utilize Genesys and Avaya CMS reporting tools to monitor call volume, handle times, occupancy, shrinkage, and service levels.
• Develop and automate dashboards that provide real-time visibility of KPIs and workforce efficiency.
• Partner with Operations and Client teams to analyze historical data, identify performance gaps, and recommend process improvements.
• Create executive-level presentations and reports with actionable insights for senior leadership.

Collaboration & Stakeholder Engagement

• Act as the subject matter expert (SME) for workforce planning tools and reporting platforms.
• Partner with Team Leaders, QA, Training, and HR to align workforce strategies with operational and people priorities.
• Provide coaching and support to workforce analysts to strengthen technical, analytical, and reporting capabilities.
• Participate in client calls and business reviews to represent workforce performance and strategies.

Compliance & Governance

• Ensure workforce practices comply with client agreements, labor laws, and organizational policies.
• Maintain accurate documentation of workforce processes, reporting standards, and escalation protocols.
• Protect data integrity and confidentiality in compliance with organizational and client standards.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (Master's degree a plus).
• 3-5 years of progressive experience in Workforce Management within a high-volume contact center environment.
• Proven expertise in Genesys and Avaya CMS reporting platforms, with the ability to generate, interpret, and communicate complex datasets.
• Strong proficiency in workforce management tools (e.g., NICE, Verint, Aspect, IEX) and advanced Microsoft Excel.
• Demonstrated ability to manage forecasting, scheduling, real-time management, and capacity planning.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication skills, with the ability to present complex information clearly to both technical and non-technical audiences.
• Experience in stakeholder management, with the ability to influence and build strong relationships at all organizational levels.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Key Competencies

• Analytical Excellence – Ability to work with large datasets, identify patterns, and draw actionable insights.
• Strategic Thinking – Aligns workforce management strategies with business objectives and client expectations.
• Technical Proficiency – Advanced knowledge of Genesys, Avaya CMS, and reporting systems.
• Operational Agility – Quick decision-making in high-pressure, real-time environments.
• Collaboration & Leadership – Ability to mentor team members and work effectively with cross-functional groups.
• Communication – Strong verbal and written communication skills to engage with executives, clients, and frontline leaders.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

About the role

We are seeking a skilled and experienced Workforce Manager to join our team in Quezon City - Cubao Site. As a Workforce Manager, you will play a crucial role in the management and optimization of our Telco program, ensuring efficient staffing and resource allocation to deliver exceptional customer service.

What you'll be doing

• Develop and implement effective workforce planning strategies to meet customer demand and service level agreements
• Analyse call volume data and historical trends to accurately forecast staffing requirements
• Manage the daily scheduling of agents, adjusting as needed to respond to fluctuations in call volume and client requirements
• Monitor and report on key performance indicators (KPIs), identifying areas for improvement and implementing corrective actions
• Collaborate with the operations team to ensure seamless coordination and effective communication
• Provide coaching and training to agents to enhance their skills and productivity
• Contribute to the continuous improvement of processes and procedures within the Telco program

What we're looking for

• Minimum 3-5 years of experience in a Workforce Management role, preferably within the Telco or contact centre industry
• Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
• Proficiency in workforce management software and data analysis tools
• Demonstrable experience in developing and implementing workforce planning strategies
• Thorough understanding of call centre operations and key performance metrics
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

Job title
: WFM Manager

Location:
McKinley, Taguig (Onsite)

Experience:
3+ years of experience as WFM Manager

No of Openings:
1

Responsibilities:

• Highly motivated individual with a passion for data analysis, workforce management, and performance coaching
• Manage workforce analytics staff
• Responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. Will work on reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.
• Analyze metrics and trends to provide insights to management and clients
• Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance.

Qualifications:

• BPO experience is a must
• Must have a previous experience in WFM department either as a team leader or Assistance Manager or a Manager
• Proficient in NICE IEX
• Knowledge of contact center processes, technology and concepts
• Excellent organizational skills
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Ability to work in a collaborative team environment
• Leadership skills, Training/Mentoring skills

Job description

1. Strategic Workforce Planning

2. Develop and implement long-term workforce planning strategies aligned with business goals.

3. Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).
4. Collaborate with senior management to align workforce strategy with operational objectives.

5. Identify cost-saving opportunities without compromising service quality

6. Forecasting and Scheduling

7. Oversee accurate forecasting of customer contact volumes across multiple channels (phone, chat, email, social media).

8. Ensure optimized agent schedules to ensure optimal coverage and meet SLAs

9. Guide team for intraday adjustments to schedules based on real-time performance and contact volume changes.

10. Team Leadership and Development

11. Lead, mentor, and develop the WFM team, ensuring continuous improvement in forecasting, scheduling, and reporting.

12. Set clear performance goals and conduct regular reviews for the WFM team.

13. Facilitate training and development programs to keep the team updated with the latest WFM tools and best practices.

14. Performance Monitoring and Reporting

15. Monitor key performance indicators (KPIs) such as service levels, adherence, shrinkage, occupancy, and forecast accuracy.

16. Generate and present detailed reports and insights to senior management, identifying trends and recommending corrective actions.

17. Drive data-driven decision-making across the contact center by providing actionable workforce insights.

18. Stakeholder Collaboration

19. Act as a liaison between WFM, Operations, HR, IT, and other departments to ensure alignment and communication.

20. Participate in cross-functional projects that impact workforce requirements and contact center performance.
21. Establish and maintain a collaborative and professional relationship with clients through regular interactions and performance reviews.

22. Participate in client-facing meetings to present insights, forecasts, and strategic recommendations.

23. Continuous Improvement

24. Lead initiatives to improve forecasting accuracy, schedule adherence, and overall workforce utilization.

25. Implement feedback mechanisms and incorporate agent and operational feedback to enhance WFM processes.
26. Champion a culture of continuous improvement and innovation within the WFM team and the wider contact center.

Qualifications

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
• 7 years of experience with call centers and process improvement preferred; customer satisfaction analysis a plus
• Six Sigma green belt certification preferred
• Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
• Passionate about producing high quality analytics deliverables and communicating results to a broad audience at all levels of leadership
• Intellectual curiosity with a desire for continuous testing and actionable change
• Strong process improvement experience: proven ability to apply quantitative and/or qualitative research and data analysis techniques to demonstrate ability to quantify ROI to drive operational improvements
• Proven ability to motivate teams and operate effectively as a leader in a fast paced, high energy environment
• Demonstrated managerial skills; proven ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, and staff development skills. Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Strong problem-solving and excellent presentation skills
• Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus

Job Title:
WORKFORCE MANAGER

The
Workforce Manager
ensures vital contribution in the realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WFM Manager is the First Point of Contact and responsible for WFM in one or more clients/accounts. WFM Manager focuses on adding value by:

• Managing communication lines and ensuring meeting structures (Planner, RTA, OPS)
• Secure organizational structure, process, and standard operational procedures
• Assure quality control.
• Secure best practices and a standard approach alignment
• Advising Operational Management and endorsing Continuous Improvement

KEY TASKS AND RESPONSIBILITIES

Responsible for job performance and development of each team member:

• Establishing which capabilities are required and into which level individual team members have the potential to fulfill these requirements.
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
• Periodically reviewing personal development by means of mutual discussion and recording of personal development.
• Coaching/motivating team members to enable them to fulfill requirements, qualitatively and quantitatively.
• Having regular team meetings and organizing team-building activities
• Attending and participating in planning consultations between WFM and the Client Team regarding planning

Attending and carrying out screening tests, pre-hire tests, job interviews, etc.Development and continuous improvement of services delivered by WFM in favor of the operations, in such a way that optimum quantitative results are achieved and in line with WFM's statement of direction:

• Developing, optimizing, and safeguarding the structure, systems, instruments, and procedures in relation to WFM at the Account level
• Continuous planning improvement aims for a more efficient and effective schedule.
• Determine conditions and targets of WFM.
• Managing expectations of internal customers (Account)
• Increasing satisfaction level of internal customers (Account)
• Highlighting alterations in company regulations regarding planning and schedules and consulting the HR department
• Deploying and safeguarding implementation WFM in accordance with COPC and Qualfon standard way of working
• Where relevant: interface with external clients regarding WFM performance and Forecast/Capacity Management or other WFM-related topics.

In charge of ensuring successful WFM Planning and WFM Intraday Management implementation:

• Safeguarding and encouraging communication amongst staff, based on communication lines, meeting structure, and requirements to the organization of the account.
• Quality control of delivered WFM products and processes.
• Making available, in time, the weekly schedule for all Accounts and complete CSR staff
• Organizing and allocating work and tasks, together with SPC WFM Supervisors for Planners, Schedulers, and RTA staff
• Evaluating and implementing restoring measures * Increasing satisfaction level of stakeholders (OM/GM, OPS Manager, Supervisor, CSR, and WFM staff)
• Achieving set targets / WFM targets
• In charge of troubleshooting and problem-solving
• Dealing with complaints and dissatisfaction regarding WFM

Providing additional information regarding optimizing the team set up, in such a way that timely actions can take place:

• Analyzing and advising on possible production and team optimization
• Detecting and reporting of possible bottlenecks
• KPI Performance Report Review and follow up.

SOCIAL RESPONSIBILITIES:
The WFM Manager performs various activities in close consultation and collaboration with other members of the local WFM team, WFM shared production centers, and/or WFM support teams, mainly with the WFM staff assigned to his projects. Besides them, the WFM Manager has frequent contact with operational management (operational and general Manager) and client (partner/vendor Management). Discussing planning and available capacity and other WFM-related topics with all those concerned, mainly facilitated and organized around standard meetings part of the WFM process. Directing functional Planners and RTA staff. Consulting with general managers, operations managers, and account/vendor Management about the nature and scope of potential projects and developments or based on own or the team-provided analysis. Intermediating role in the occurrence of complaints and problems.

SUCCESS FACTORS OF THE ROLE

• Strong communication skills (on different levels within the organization) spoken and written in local and English languages.
• Knowledge of and experience with WFM systems
• Well-developed and proven analytical & and mathematical abilities
• Initiative
• Team player
• Result oriented.
• Punctual and accurate work methods
• Convincing and influencing skills.
• Customer orientated.
• Organization awareness
• Initiative
• Flexible
• Ability to organize and coordinate tasks/work.
• Good knowledge of WFM processes, staffing/scheduling, and contact center environment

REQUIRED QUALIFICATIONS

• Bachelor's Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
• Effective and strong operational language proficiency in Business English and any other required languages to perform the job (e.g., the language of the business location)
• Advanced proficiency in mathematical and analytical skills
• Advanced proficiency in communication skills and interview/meeting structures
• Strong collaboration skills
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel, and Outlook) and Windows/Mac OS X
• Ability to focus on performance and results, and to act accordingly.
• Proficiency and experience with forecasting, capacity management, production, and/or personnel planning
• Advanced problem signaling and solving skills.
• Advanced proficiency and knowledge of MS Office (Excel)
• Knowledge of and/or experience with WFM systems, preferably Verint
• Knowledge of general contact center processes
• Leadership skills
• Coaching skills and experience
• Project, time, and change management skills
• Knowledge of the COPC methodology
• Knowledge of the Lean Six Sigma methodology

PREFERENTIAL QUALIFICATIONS:

• Result-oriented collaboration
• Proactivity
• Proficiency in using the right influencing skills in the right situation.
• Experience in applying coaching and leadership skills at the management level of small teams.
• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools, and terminology
• Effective communication & feedback
• Experience and skills in HR management or processes
• Proficiency in organizing, hosting, plan, and participate effectively in (internal and external) meetings.

SOFT SKILLS

• Reliability
• Responsible
• Emphatic
• Adaptability

WORK LOCATION:
Skyrise 3 Bldg., Cebu IT Park, Apas, Cebu City
(Office-Based, Night Shifts)

Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Pasig site.

Join our Transcom Family as a Workforce Manager

The Workforce Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi-channel contact center environment. This position is responsible for leading a geographically dispersed team of analysts charged with planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real time workload, and staffing trends. This leader is responsible for the attainment of all service level and efficiency goals, building relationships with external client/s and cross-functional business teams not limited to internal Workforce Management, Operations and IT; providing clear reporting and communication to a diverse team, and developing analysts to achieve their full potential. They are experts on the various software platforms used within the department

Primary Duties & Responsibilities:

• Accountable for the performance, productivity and effectiveness of Workforce Management Teams.

• Define, develop and execute WFM processes for the contact centers in conjunction with cross-functional departments.

• Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.

• Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.

• Works with the Human Resources Department to resolve more complex team-related issues.

• Responsible for interviewing and hiring new team members, and dispersal to assigned operations team.

• Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.

• Regularly audits Workforce operations to ensure quality of service delivery.

• Oversee that proper training is available and/or conducted for Workforce Management personnel.

• Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly.

• Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.

• Responsible for analyzing call and staff forecasts to identify needs and corrections.

• Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.

• Participates in planning for off-line activities to support operations needs including training and meetings.

• Proactively communicates needs and opportunities to operations management about staff optimization and cost management.

• Acts as a point of contact for any service impacting issues and contact center response/s.

• Manage special projects as assigned by Director of Workforce Management.

• Maintains a positive work environment

• Performs other related duties as required

What we are looking for:

To be successful in this role you must…

Educational Background:

• College graduate of a business or technical course and from a reputable institution.

Work Experience:

• Minimum of 5 years of Workforce Management experience in Contact Center environment.

• With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.

• Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.

Skills Requirements:

• Mastery of Workforce Management Mathematics.

• Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.

• Able to clearly articulate performance results to internal and external stakeholders.

• Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.

• Must be a quick thinker, with high sense of urgency, and sound problem solving skills.

• Ability to continually support people through individual development plans.

• Excellent facilitation skills.

• Able to start and manage one of more simultaneous projects.

• Extensive background in process writing and can perform periodical compliance audit.

• Exceptional analytical skills.

• Proficient in using Microsoft Office software products.

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like

At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.