Senior Manager, Workforce Planning & Real-Time Optimization

Ibex Limited; Manila, Hinoba-an; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ibex Limited is seeking a Workforce Manager in Manila to oversee a team responsible for workforce planning and intraday management. You will set schedules, ensure adequate staffing, and develop contingency plans during peak demand, driving optimal coverage with creativity and leadership.

The role requires extensive WFM expertise, strong communication, and the ability to work with site directors to improve resource use and service levels.

Qualifications

• Bachelor’s degree in any field.
• Minimum 5 years in call center workforce management with 3 years in a managerial role.
• Experience with WFM tools and process improvement methodologies.

Responsibilities

• Oversee real-time adherence and manage day-to-day WFM operations.
• Maintain service levels while minimizing overtime costs.
• Develop policies to standardize workforce management processes.
• Collaborate with site leaders to optimize staffing and coverage.
• Forecast calls, schedule, and balance loads across queues and sites.
• Produce real-time and historical reports for performance review.

Skills

Excellent communication

Presentation

Analytical skills

Interpersonal skills

Organizational skills

Reporting skills

Education

Bachelor’s Degree (any field)

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Job description

Ibex Limited is seeking a Workforce Manager in Manila to oversee a team responsible for workforce planning and intraday management. You will set schedules, ensure adequate staffing, and develop contingency plans during peak demand, driving optimal coverage with creativity and leadership.

The role requires extensive WFM expertise, strong communication, and the ability to work with site directors to improve resource use and service levels.