Senior Manager - Workforce Management

Firstsource; Taguig; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Firstsource is seeking a Senior Manager – Workforce Management to oversee planning, forecasting, and real-time staffing for our network. You will partner with Operations and HR to align workforce strategies with business goals and drive efficiency across contact center operations.

The role requires 8+ years in Workforce Management, including 3+ years in leadership, with expertise in Verint, NICE, or similar tools.

Qualifications

• 8+ years of experience in Workforce Management
• 3+ years in a leadership role
• Strong forecasting, scheduling, and real-time management skills
• Experience in BPO/Contact Centers preferred

Responsibilities

• Develop and implement workforce planning strategies to ensure optimal staffing.
• Analyze historical data to forecast staffing requirements and business trends.
• Collaborate with operations and HR to align workforce planning with business goals.
• Monitor real-time staffing levels and adjust as needed to optimize efficiency.
• Ensure adherence to schedules and minimize service disruptions.
• Implement strategies to manage absenteeism, shrinkage, and productivity.
• Generate and analyze workforce reports to provide insights on performance.
• Identify trends and recommend actions to improve efficiency.
• Ensure accurate and timely reporting of key workforce metrics.
• Work closely with senior leadership, operations, and HR to align workforce strategies.
• Engage with clients to understand workforce requirements and expectations.
• Drive continuous improvements through collaboration and innovation.
• Leverage WFM tools and technology to enhance efficiency and accuracy.
• Implement automation and process improvements for better workforce planning.

Skills

Workforce forecasting

Scheduling

Real-time management

Analytical skills

Stakeholder management

Leadership

BPO/Contact Center experience

Education

Bachelor’s degree in Business/Operations

MBA preferred

Tools

Verint

NICE

IEX

Aspect

Job description

We are seeking a highly skilled Senior Manager – Workforce Management to oversee workforce planning, forecasting, and real-time management for our operations. The ideal candidate will ensure optimal staffing levels, improve efficiency, and drive workforce strategies to meet business objectives.

Key Responsibilities:

Workforce Planning & Forecasting:

• Develop and implement workforce planning strategies to ensure optimal staffing.
• Analyze historical data to forecast staffing requirements and business trends.
• Collaborate with operations and HR to align workforce planning with business goals.

Real-Time & Scheduling Management:

• Monitor real-time staffing levels and adjust as needed to optimize efficiency.
• Ensure adherence to schedules and minimize service disruptions.
• Implement strategies to manage absenteeism, shrinkage, and productivity.

Reporting & Analytics:

• Generate and analyze workforce reports to provide insights on performance.
• Identify trends and recommend actions to improve efficiency.
• Ensure accurate and timely reporting of key workforce metrics.

Stakeholder Management:

• Work closely with senior leadership, operations, and HR to align workforce strategies.
• Engage with clients to understand workforce requirements and expectations.
• Drive continuous improvements through collaboration and innovation.

Technology & Process Optimization:

• Leverage WFM tools and technology to enhance efficiency and accuracy.
• Implement automation and process improvements for better workforce planning.
• Stay updated on industry best practices and workforce management trends.

Key Skills & Qualifications:

• Bachelor's degree in Business, Operations, or a related field (MBA preferred).
• 8+ years of experience in Workforce Management, with at least 3 years in a leadership role.
• Strong expertise in workforce forecasting, scheduling, and real-time management.
• Proficiency in WFM tools (e.g., Verint, NICE, IEX, Aspect, etc.).
• Excellent analytical and problem-solving skills.
• Strong stakeholder management and leadership abilities.
• Experience in BPO, Contact Centers, or similar environments preferred.