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.