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

MicroSourcing; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Job summary

MicroSourcing is building a new team to support Australian telco services from its BGC, Taguig location. The Senior Manager – Workforce Optimization (WFO) will drive resourcing decisions through analytics, forecasting and commercial insight to align capacity with demand.

You will lead budget processes, build complex forecasting models, and implement AI-driven workforce planning solutions while collaborating with senior partners to sustain service standards. Onsite dayshift role.

Qualifications

• 5+ years in workforce management & planning.
• Experience building and managing complex forecast models.
• Proven people leadership experience.
• Strong analytical, reporting, and problem-solving skills with Excel proficiency.
• Proven stakeholder management, negotiation, and presentation skills across levels.

Responsibilities

• Drive resourcing decisions using workforce analytics, forecasting and commercial insight.
• Lead annual operating plan, manpower budget, and track performance vs. plan.
• Build and maintain complex workforce planning models for demand, capacity, skills, and locations.
• Implement workforce planning technology solutions and AI-driven decision-making frameworks.
• Develop dynamic operational demand forecasts to meet service standards.
• Identify opportunities to optimize resourcing without impacting customer experience.
• Coach and lead the workforce management team while maintaining strong stakeholder relationships.

Skills

Workforce planning

Forecast modeling

People leadership

Analytics

Stakeholder management

Tools

Power BI

Tableau

Excel

Job description

Discover your 100% YOU with MicroSourcing!

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 Senior 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 Senior 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:

• 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

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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.

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/