Head of Night-Shift Workforce Optimization & Analytics

Our Clients; Pasig; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Our Clients in Ortigas is seeking a Senior Manager of Workforce Management to lead strategic workforce planning and operational execution in a high‑volume product support environment. You will drive staffing optimization, capacity planning, and data‑driven decision making to meet SLA targets and cost objectives.

The role requires a forward‑looking, analytical leader who can translate strategic priorities into concrete, day‑to‑day actions, build a strong WFM team, and partner with technology and

Qualifications

• 4–6 years of progressive workforce management experience in a high‑volume, complex support environment.
• At least 3 years in a senior leadership role.
• Bachelor’s degree in Business Management, Finance, Operations Research, or related field.
• Strong analytical and strategic capabilities with ability to translate data into action.
• Proven leadership and team-building experience.

Responsibilities

• Develop and implement workforce management strategies aligned with operational goals.
• Forecast staffing needs using predictive analytics across multi‑channel support.
• Lead and mentor a team of workforce management professionals.
• Partner with technology and operations teams to optimize platforms.
• Translate workforce data into insights for executive decisions.

Skills

Leadership

Forecasting

Data analytics

Stakeholder management

Strategic planning

Team development

Education

Bachelor’s degree in Business/Operations/Analytics

Tools

NICE

Verint

Tableau

Power BI

CRM systems

Job description

Our Clients in Ortigas is seeking a Senior Manager of Workforce Management to lead strategic workforce planning and operational execution in a high‑volume product support environment. You will drive staffing optimization, capacity planning, and data‑driven decision making to meet SLA targets and cost objectives.

The role requires a forward‑looking, analytical leader who can translate strategic priorities into concrete, day‑to‑day actions, build a strong WFM team, and partner with technology and