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Alorica
Workforce ManagerAlorica • Cubao Quezon City, Philippines
Workforce Manager

Workforce Manager

Alorica • Cubao Quezon City, Philippines
30+ days ago
Job description

Key Responsibilities:

  • Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
  • Develop short- and long-term staffing plans based on historical data, trends, and business requirements
  • Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
  • Analyze workforce data to identify trends, risks, and opportunities for improvement
  • Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
  • Ensure adherence to schedules, attendance policies, and productivity standards
  • Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
  • Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
  • Lead, coach, and develop WFM team members (RTA, schedulers, planners)
  • Drive continuous improvement initiatives in workforce processes and tools

Qualifications:

  • Bachelor’s degree in Business Administration, Statistics, or related field
  • 5–8+ years of experience in Workforce Management in a BPO or contact center environment
  • At least 2–3 years in a leadership role
  • Strong knowledge of forecasting, scheduling, and capacity planning methodologies
  • Experience using WFM tools such as NICE IEX, Verint, or similar platforms
  • Advanced skills in Excel and data analysis
  • Strong leadership, communication, and stakeholder management skills
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Workforce Manager • Cubao Quezon City, Philippines

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