Global Contact Center Workforce Lead - Hybrid

Reuters; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way

Career Growth

Job summary

Reuters in Manila, Philippines, seeks a Workforce Manager to lead a global contact center operations and drive efficiency through workforce management. You will oversee daily performance, forecast demand, schedule staff, and leverage data and tools such as Genesys, Salesforce, and Copilot to meet service goals across locations.

This role offers hybrid work, development opportunities, and a chance to impact customer experience on a global scale.

Qualifications

• Bachelor’s degree or related work experience.
• Minimum 4 years of experience in workforce management (forecasting, scheduling, real-time).
• Experience with contact center software and reporting tools.
• Proficiency with Copilot.

Responsibilities

• Lead global team of contact center agents.
• Monitor daily performance and adjust to meet service goals.
• Interpret data to drive operational improvements in customer service.
• Oversee Manila workforce management operations and other locations as needed.

Education

Bachelor’s degree or related work experience

Tools

Genesys

Salesforce

KANA Response

Copilot

Aspect

Job description

Reuters in Manila, Philippines, seeks a Workforce Manager to lead a global contact center operations and drive efficiency through workforce management. You will oversee daily performance, forecast demand, schedule staff, and leverage data and tools such as Genesys, Salesforce, and Copilot to meet service goals across locations.

This role offers hybrid work, development opportunities, and a chance to impact customer experience on a global scale.