Senior Manager – Workforce Optimization (WFO) (AU Consumer Telco)

MicroSourcing; Manila; On-site; PHP 1,700,000 - 2,100,000; Full time

Benefits offered by this job

Healthcare from day one

Bonuses

Flexible hours

Career growth

Team events

Job summary

MicroSourcing in the Philippines seeks a seasoned Manager – Workforce Optimization (WFO) to drive capacity planning, forecasting and staffing in support of AU Consumer Telco initiatives. You will lead analytics, budgeting and governance to ensure service levels and efficiency across multi-site operations.

The role requires strong leadership, advanced Excel skills, and experience building complex forecast models. Onsite, dayshift; competitive rewards and career growth opportunities are offered.

Qualifications

• 5+ years of advanced Workforce Management & Planning experience (preferably in a multiskilled environment)
• Extensive experience in building and managing complex forecast models in large, complex operational environments
• Demonstrated people leadership experience with the ability to build, mentor, and direct successful teams
• Highly developed analytical, reporting, and problem-solving skills with medium-to-advanced MS Excel proficiency
• Proven stakeholder management, negotiation, and presentation skills across all organizational levels

Responsibilities

• Drive resourcing decisions and strategy by using workforce analytics, forecasting, and commercial insight to align capacity with demand.
• Lead the annual operating plan build, manpower budget process, and track actual performance against plan with key business partners.
• Build and maintain complex workforce planning models to test demand, capacity, productivity, skills, and location scenarios.
• Implement workforce planning technology solutions and frameworks to optimize forecasting and decision-making in an AI-driven environment.
• Develop dynamic operational demand forecasts and assumptions to ensure channels consistently meet service standards and targets.
• Identify and deliver workforce improvement opportunities and best practice governance to optimize resourcing without impacting customer experience.
• Coach and lead the workforce management team while maintaining strong stakeholder relationships across all organizational levels.

Skills

Workforce management

Forecasting

Leadership

Excel

Stakeholder management

Tools

Power BI

Job description

Discover your 100% YOU with MicroSourcing!

Position: Manager – Workforce Optimization (WFO) (AU Consumer Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

The Manager – Workforce Optimization (WFO) drives resourcing decisions across the business by using workforce analytics, forecasting and commercial insight to align capacity with demand. The role shapes workforce strategy through evidence-based recommendations on hiring, skill mix, budget, productivity and operational risk, ensuring the business is resourced to deliver service outcomes efficiently and sustainably.

As a Manager – Workforce Optimization (WFO) , You Will

• Drive resourcing decisions and strategy by using workforce analytics, forecasting, and commercial insight to align capacity with demand.
• Lead the annual operating plan build, manpower budget process, and track actual performance against plan with key business partners.
• Build and maintain complex workforce planning models to test demand, capacity, productivity, skills, and location scenarios.
• Implement workforce planning technology solutions and frameworks to optimize forecasting and decision-making in an AI-driven environment.
• Develop dynamic operational demand forecasts and assumptions to ensure channels consistently meet service standards and targets.
• Identify and deliver workforce improvement opportunities and best practice governance to optimize resourcing without impacting customer experience.
• Coach and lead the workforce management team while maintaining strong stakeholder relationships across all organizational levels.

What You Need

Non-negotiables

• 5+ years of advanced Workforce Management & Planning experience (preferably in a multiskilled environment)
• Extensive experience in building and managing complex forecast models in large, complex operational environments
• Demonstrated people leadership experience with the ability to build, mentor, and direct successful teams
• Highly developed analytical, reporting, and problem-solving skills with medium-to-advanced MS Excel proficiency
• Proven stakeholder management, negotiation, and presentation skills across all organizational levels

Preferred Skills/expertise

• Experience with Power BI, Tableau, or advanced reporting tools
• Background in business analysis or change management within operational environments
• Strong understanding of industrial/labor agreements for capacity planning
• Proven ability to drive workforce optimization and automation in digital or AI-supported environments

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply