Workforce Manager | Onsite - MOA / Pasay | Dayshift

Workforce Manager (MOA Pasay) | Onsite

Work Setup : 100% Onsite

Location : MOA Pasay

Schedule : Monday - Friday, 5 : 00 AM - 4 : 00 PM (subject to change based on business needs; AU Program)

Responsibilities :

Develop month-wise, day-wise, and interval-wise forecasts, factoring in historical trends, seasonality, special events, churn / growth, weather patterns, and other variables.

Run short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels.

Create, maintain, and update the capacity plan, ensuring staffing, seating, and logistical requirements are met while balancing cost and performance.

Generate and review schedules to meet business requirements, ensuring superior customer service.

Lead and supervise a team of WFMs, driving engagement and ensuring SLA compliance across all accounts.

Manage service level performance by providing staffing, scheduling, and real-time adherence solutions.

Uphold Quality Information Security Management System principles to protect organizational assets.

Act as the primary point of contact for all WFM-related concerns.

Requirements : Bachelors degree.

At least 3 years of experience as a Workforce Manager.

Proven expertise in forecasting, scheduling, and real-time management.

Strong organizational skills to meet critical deadlines.

High attention to detail and accuracy.

Excellent presentation, written, verbal, and email communication skills, with the ability to engage effectively at all levels.

Ability to work independently with minimal supervision.

Flexible to work shifting schedules, extended hours, and weekends as business needs dictate.