The posting
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.



