Remote Workforce Manager Real-Time & Forecasting Lead

Acquire.AI; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Acquire Intelligence is seeking a results-oriented Workforce Manager in Pasig to lead our WFM team across sites. You will analyze forecasts, manage real-time performance, and ensure staffing aligns with client SLAs.

This role requires strong leadership and collaboration with Account Managers and Operations Directors. You will coach a high-performing team, drive adherence and attendance initiatives, and generate regular reports for senior management.

Qualifications

• Experience leading a Workforce Management team in a BPO/contact center environment.
• Strong analytical and forecasting skills with a track record of meeting service level goals.
• Proven ability to coach and develop a high-performance team.
• Familiarity with Genesys or similar ACD/workforce tools is preferred.

Responsibilities

• Lead and develop the Workforce Management team across one or more sites.
• Analyze past volume and staffing patterns; adjust forecasts to meet client service goals.
• Counsel operations on real-time performance issues and escalation handling.
• Manage schedules, adherence, and attendance; monitor staffing ratios and utilization.
• Prepare and distribute daily/weekly/monthly performance reports to management.
• Collaborate with Account Managers and Operations Directors on initiatives and escalations.
• Drive staff development and performance reviews; establish objectives for direct reports.

Skills

Staff management

Forecasting

Real-time analysis

Coaching

Stakeholder management

Tools

Genesys

Job description

Acquire Intelligence is seeking a results-oriented Workforce Manager in Pasig to lead our WFM team across sites. You will analyze forecasts, manage real-time performance, and ensure staffing aligns with client SLAs.

This role requires strong leadership and collaboration with Account Managers and Operations Directors. You will coach a high-performing team, drive adherence and attendance initiatives, and generate regular reports for senior management.