Global Workforce Manager - Night Shift

Full Potential Solutions, Inc.; Davao City; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Full Potential Solutions, Inc. is seeking a dynamic Workforce Manager to oversee the Workforce Management Team's operations and finances.

The role focuses on achieving financial goals and meeting client-partner expectations, with a preference for experience in multi-site settings. You will forecast workloads, optimize staffing, and drive improvements across campaigns globally, while leading a team of at least 20.

Qualifications

• 5-10 years of management experience in a contact center or Workforce department (required).
• Knowledgeable with WFM tools (Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• Well versed in end-to-end WFM cycle and 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 within 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 in an onsite setup.

Responsibilities

• Forecast and prepare for call, email and chat volume and monitor seat occupancy and other metrics.
• Identify profitability opportunities and recommend strategies to improve campaigns.
• Analyze metrics and staffing to maximize efficiency across client programs.
• Collaborate with operations to meet client and company goals.
• Develop solutions and action plans to improve business performance and client success.
• Manage at least 20 headcount.

Skills

People management

WFM tools

Forecasting

Scheduling

Analytical skills

Client relationship management

Communication

Team leadership

Time management

Tools

Avaya

Verint

Job description

Full Potential Solutions, Inc. is seeking a dynamic Workforce Manager to oversee the Workforce Management Team's operations and finances.

The role focuses on achieving financial goals and meeting client-partner expectations, with a preference for experience in multi-site settings. You will forecast workloads, optimize staffing, and drive improvements across campaigns globally, while leading a team of at least 20.