Global Workforce Manager — Forecasting & Optimization Lead

Full Potential BPO Inc.; Davao City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a dynamic Workforce Manager in Davao City to oversee the Workforce Management Team's operations and budgetary activities. The role focuses on ensuring delivery of financial goals for client-partners while supporting the fast-growing FPS footprint in the Philippines.

You will forecast volumes, monitor performance metrics, manage a team of 20+ staff, and collaborate with operations to optimize efficiency.

Qualifications

• 5-10 years of management experience within a contact center or Workforce department.
• Knowledge of WFM tools (i.e. Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• End-to-end WFM cycle; manual and tool-based WFO software.
• Experience in client relationship management.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team in a fast-paced environment.
• Proven strong interpersonal and critical-thinking skills.
• Exceptional time management, organizational and prioritization skills.
• Can work on a night shift and onsite.

Responsibilities

• Forecast and prepare for call, email, and chat volumes and monitor seating occupancy and AHT.
• Identify profitability opportunities and recommend process improvements.
• Analyze metrics and staffing to maximize efficiency across client programs.
• Collaborate with operations to meet client-partner and company goals.
• Develop strategies and action plans to improve business performance.
• Manage at least 20 headcount (1 Manager, 1 Assistant Manager, 14 RTAs).

Skills

WFM tools

Forecasting

Scheduling

Capacity planning

Client relations

Analytical skills

Leadership

Night shift

Communication

Tools

Avaya

Verint

Job description

Full Potential Solutions (FPS) is seeking a dynamic Workforce Manager in Davao City to oversee the Workforce Management Team's operations and budgetary activities. The role focuses on ensuring delivery of financial goals for client-partners while supporting the fast-growing FPS footprint in the Philippines.

You will forecast volumes, monitor performance metrics, manage a team of 20+ staff, and collaborate with operations to optimize efficiency.