Manager Workforce Management - #113226

iQor; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

iQor is seeking an experienced Workforce Management professional in Manila to ensure staffing plans align with forecasted call volumes and KPI targets. You will coordinate training, analysis, and reporting across multiple locations, including offshore analysts, to optimize performance.

The role requires strong Excel skills, 5+ years in call centers, and supervisory experience. You will manage schedules, vacations, and reporting structures while collaborating with clients to improve operational

Qualifications

• 5-8 years of experience in related fields.
• Experience in forecasting, staffing, and scheduling for a call center.
• Strong written and oral communication skills.
• Supervisory experience leading a team of 5+ direct reports.
• Excellent presentation and analytical abilities.
• Proficient with Excel and data interpretation.
• Ability to multi-task and prioritize deliverables.
• Knowledge of IEX is a plus.

Responsibilities

• Manages and maintains training plans to ensure adequate staffing for forecasted call volume.
• Participates in client calls to review KPI performance.
• Ensures reporting shows intraday and monthly staffing vs forecast to meet KPI.
• Recommends and implements staffing and scheduling changes to meet KPI.
• Schedules off-the-phone activities to avoid KPI impact.
• Manages forecasting and scheduling processes including vacation approvals and schedule changes.
• Handles administrative processes including ID administration.
• Performs other duties as assigned.

Skills

Forecasting

Staffing

Scheduling

Call center experience

Communication skills

Supervisory experience

Presentation skills

Analytical skills

Multi-tasking

Prioritization

Confidentiality

IEX knowledge

Education

Bachelor's Degree in Business Administration

Tools

Excel

Job description

Posted Date: 09/15/2026

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations incl. off-shore analysts would report to this role.

Responsibilities:

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participates in various clients calls to review client KPI performance.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience
• Prior work force management experience including forecasting, staffing, and scheduling,
• Prior call / contact center experience, 3 year minimum required
• Strong and effective oral / written communication skills
• Prior supervisory experience including a team of 5or more direct reports
• Excellent presentation skills
• High level of proficiency with Excel
• Strong mathematical skills
• Strong analytical skills
• Ability to multi-task
• Ability to prioritize and delegate deliverables
• Ability to maintain confidential information
• Working knowledge of IEX a plus.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.