Job Description:
We are hiring an experienced Workforce Management Manager to lead workforce planning and operations for a high-volume contact center environment. The role will oversee workforce strategy, forecasting, scheduling, real-time management, technology utilization, and WFM team development.

Responsibilities:

• Lead overall Workforce Management operations and strategy.
  

• Oversee forecasting, capacity planning, scheduling, and real-time workforce management.
  

• Analyze staffing requirements, volume trends, service levels, and operational performance.
  

• Develop and implement workforce strategies aligned with business objectives.
  

• Lead, mentor, develop, and retain WFM professionals and leaders.
  

• Partner with Operations and other stakeholders to address staffing and performance needs.
  

• Identify opportunities for process improvement and workforce optimization.
  

• Ensure effective utilization of workforce and contact center technologies.
  

• Provide leadership reporting, insights, and workforce recommendations.
  

Requirements

• Must have 12–14 years of Workforce Management experience.
  

• Must have 8–10 years of leadership or management experience, with demonstrated capability to lead, mentor, develop, and retain talent.
  

• Hands-on experience with telephony/contact center technologies such as Avaya, Cisco, Amazon Connect, Five9, or other leading platforms.
  

• Preferably a Bachelor’s Degree graduate.
  

• Open to College Level candidates.
  

• Strong knowledge of forecasting, scheduling, capacity planning, real-time management, and workforce analytics.
  

• Strong leadership, stakeholder-management, analytical, and problem-solving skills.
  

• Willing to work onsite in Cebu / JDN Mandaue City.
  

• Must be able to start ASAP.