Lead Workforce Manager - Multi-Site Call Center

Ibex Limited; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Ibex Limited is seeking a seasoned Workforce Manager to lead a WFM team across multiple call centers in Manila. You will forecast workload, schedule staffing by interval, and coordinate intraday management to optimize coverage and service levels.

You will partner with site and department leaders to develop staffing models, contingency plans, and coaching programs, while driving process improvements through data-driven analysis and strong communication.

Qualifications

• Bachelor's degree in Business or related field.
• 5+ years of Workforce Management experience.
• 3+ years of Supervisory experience.
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge of Microsoft Office applications.
• Multi-site and Multi-skill call center experience is a must.

Responsibilities

• Schedule and workload distribution for call center representatives.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities for efficient execution.
• Conduct new hire training on WFM guidelines.
• Maintain regular team meetings.
• Review staffing models based on forecasted call volumes.
• Manage Intraday schedule changes (cancelling/scheduling time off).
• Contribute to WFM strategy and long/short term planning.
• Work with senior management on policies and training programs.
• Handle more complex or urgent issues when needed.

Skills

Forecasting

Scheduling

Intraday management

Analytical skills

Team management

Communication

Multisite experience

Call center metrics

Advanced Excel

Scheduling software

Education

Bachelor’s degree in Business or related field

Tools

Blue Pumpkin

IEX

Aspect

Job description

Ibex Limited is seeking a seasoned Workforce Manager to lead a WFM team across multiple call centers in Manila. You will forecast workload, schedule staffing by interval, and coordinate intraday management to optimize coverage and service levels.

You will partner with site and department leaders to develop staffing models, contingency plans, and coaching programs, while driving process improvements through data-driven analysis and strong communication.