Manager Workforce Management - Reporting & Analytics - #113953

iQor; Mabalacat; On-site; PHP 800,000 - 1,600,000; Full time

Job summary

iQor in the Philippines is seeking an experienced Workforce Management professional to ensure staffing aligns with forecasted call volumes and KPIs. You will handle forecasting, scheduling, and related admin tasks across multi-location teams, including offshore analysts, to optimize performance.

The role requires strong Excel skills, analytical ability, and prior supervisory experience leading a team of 5 or more. This position offers growth within a global contact-center environment.

Qualifications

• Experience in workforce management with forecasting, staffing and scheduling.
• Minimum 3 years in a call or contact center environment.
• Strong communication skills, both written and spoken.
• Supervisory experience managing 5+ direct reports.
• Excellent presentation skills and numeric proficiency.
• Ability to multi-task, prioritize, and handle confidential information.

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

Workforce management

Forecasting

Scheduling

Call center experience

Communication

Supervisory experience

Presentation skills

Excel

Analytical skills

Multitasking

Prioritization

Confidentiality

IEX knowledge

Education

Bachelor’s Degree

Tools

IEX

Job description

Posted Date: 09/23/2026

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.