Senior Manager, Workforce

REALPAGE (PHILIPPINES), INC.; Pasig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

REALPAGE (PHILIPPINES), INC. in Metro Manila is seeking a Senior Manager of Workforce Management for Product Support to lead strategic planning and execution of the workforce program. You will align staffing with business needs and customer SLAs, driving cost efficiency and scalability.

You will champion data‑driven decisions, build executive dashboards, and mentor a high‑performing team to continuously improve service delivery and performance metrics in a dynamic product support environment.

Qualifications

• 4–6 years in workforce management within a high‑volume support environment.
• 3+ years in senior leadership roles with measurable impact.
• MBA or equivalent advanced degree preferred.

Responsibilities

• Architect and implement sophisticated workforce management strategies aligned with short‑term demands and long‑term growth.
• Forecast workforce requirements using predictive analytics for multi‑channel product support.
• Develop and maintain dashboards to monitor workforce utilization and SLA adherence.
• Lead and mentor a high‑caliber workforce management team.
• Collaborate with technology and operations to optimize management platforms.

Skills

Analytical thinking

Leadership

Stakeholder management

Data analytics

Forecasting

Education

Bachelor’s degree in Business/Finance/Operations/Data Analytics or related

Tools

NICE

Verint

Tableau

Power BI

CRM systems

Job description

Overview

As the Senior Manager of Workforce Management for Product Support, you will occupy a pivotal leadership role responsible for driving the strategic vision and operational execution of workforce planning and management within a high-performing product support environment. Your mission will be to harness advanced workforce analytics, streamline resource allocation, and ensure the seamless alignment of personnel with dynamic business needs, all while championing a culture of operational excellence and customer-centricity.

This role demands a forward-thinking, data-savvy leader who can seamlessly integrate strategic foresight with day-to-day execution, enabling the organization to consistently meet and exceed service-level agreements (SLAs) while maintaining cost efficiency and scalability.

PRIMARY RESPONSIBILITIES

Responsibilities for this position include but are not limited to the following:

• Strategic Workforce Optimization
  • Architect and implement sophisticated workforce management strategies that align with both immediate operational demands and long‑term organizational growth objectives.
  • Forecast workforce requirements using predictive analytics, ensuring optimal staffing across multi‑channel product support functions.
  • Anticipate future trends in workload dynamics and proactively adjust capacity planning frameworks to accommodate evolving business landscapes.
• Data-Driven Leadership & Performance Excellence
  • Leverage advanced data analytics to identify actionable insights, refine operational efficiencies, and drive measurable improvements in service delivery.
  • Develop and maintain performance dashboards that provide real‑time visibility into workforce utilization and adherence to SLAs.
  • Foster a results‑oriented culture through meticulous evaluation of key performance indicators (KPIs) and implementation of targeted interventions.
• Cross‑Functional Collaboration & Team Empowerment
  • Serve as a strategic partner to senior leadership, product support teams, and other functional units to ensure a unified approach to workforce strategy.
  • Inspire, mentor, and lead a high‑caliber team of workforce management professionals, promoting innovation and professional growth.
  • Cultivate partnerships with technology and operational teams to optimize workforce management platforms and identify process enhancement opportunities.

• Continuous Innovation & Process Transformation
  • Spearhead initiatives to streamline workforce operations through automation, advanced scheduling solutions, and intelligent workload distribution.
  • Stay at the forefront of industry trends and workforce management methodologies to ensure the organization remains an agile and competitive leader.
  • Translate complex workforce data into compelling narratives that inform executive decision‑making and strategic planning.

QUALIFICATIONS

Required:

• A minimum of 4 - 6 years of progressive experience in workforce management within a complex, high‑volume support environment, with at least 3 years in a senior leadership capacity.
• Demonstrated success in implementing workforce optimization strategies that result in enhanced customer satisfaction and operational efficiency.
• Bachelor’s degree in Business Management, Finance, Operations Research, Business Strategy, Data Analytics, or a related discipline; an MBA or equivalent advanced degree is preferred.

KNOWLEDGE/SKILLS/ABILITIES

Technical Proficiency:

• Mastery of workforce management platforms (e.g., NICE, Verint, or comparable tools).
• Proficient in leveraging advanced analytics tools such as Tableau, Power BI, or other business intelligence systems.
• Familiarity with CRM systems and multi‑channel support frameworks is highly advantageous.

Key Competencies:

• Exceptional analytical acumen, with the ability to translate data into impactful strategies.
• Proven leadership and team‑building capabilities with a track record of inspiring high performance.
• Superior communication, negotiation, and stakeholder management skills.