Global WFM Leader: Real-Time Scheduling & Insights

ContactPoint 360, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ContactPoint 360, Inc. is seeking a Global Workforce Manager to lead a WFM team, shape intraday planning across regions, and keep service levels strong around the clock. You’ll design schedules, monitor performance, and translate data into actionable decisions while collaborating with operations worldwide.

You will develop people, optimize staffing across time zones, and drive continuous improvement in WFM processes to ensure efficient, reliable customer service.

Qualifications

• 5+ years of real-time management and scheduling in contact centers or customer operations.
• 2+ years leading WFM teams with coaching and development.
• Strong analytical skills with data, KPIs, and reporting to drive decisions.
• Excellent English written and verbal communication.
• Calm, decisive mindset under pressure.

Responsibilities

• Lead and grow the global WFM team.
• Own real-time management across sites and time zones, making quick staffing decisions.
• Build smart schedules balancing demand, holidays, wellbeing, and cost, including follow-the-sun coverage.
• Turn data into insight by analyzing trends and translating numbers into leadership recommendations.
• Communicate with impact to regional and global stakeholders with clear reporting and proposals.
• Drive continuous improvement by standardizing WFM processes, tools, and practices.

Skills

Real-time management

WFM leadership

Analytical skills

English communication

Calm under pressure

Job description

ContactPoint 360, Inc. is seeking a Global Workforce Manager to lead a WFM team, shape intraday planning across regions, and keep service levels strong around the clock. You’ll design schedules, monitor performance, and translate data into actionable decisions while collaborating with operations worldwide.

You will develop people, optimize staffing across time zones, and drive continuous improvement in WFM processes to ensure efficient, reliable customer service.