Senior Manager, Workforce Strategy & Analytics

Hammerjack Pty Ltd; Philippines; On-site; PHP 3,000,000 - 4,600,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Senior Manager of Workforce Management for Product Support to lead strategic planning and operational execution of workforce capacity and analytics. You will align staffing with multi-channel support needs, drive SLA adherence, and foster a culture of performance and customer centricity.

You will champion data-driven decision making, mentor a high-caliber team, and partner with executive stakeholders to optimize scheduling platforms and workforce processes for

Qualifications

• 4–6 years of progressive experience in workforce management in a high-volume support environment, with at least 3 years in a senior leadership role.
• Proven success in implementing workforce optimization strategies that improve customer satisfaction and operational efficiency.
• Bachelor’s degree in related fields; MBA preferred for advanced leadership.

Responsibilities

• Strategic Workforce Optimization: Architect and implement WFM strategies aligned with operational demands and growth.
• Data-Driven Leadership & Performance Excellence: Use analytics to drive improvements and maintain dashboards for real-time visibility into workforce utilization and SLA adherence.
• Cross-Functional Collaboration & Team Empowerment: Partner with senior leadership and product support teams, mentor a high-caliber WFM team, foster innovation.
• Continuous Innovation & Process Transformation: Lead automation and scheduling initiatives, stay ahead of industry trends, translate data into actionable executive insights.

Skills

Analytical thinking

Leadership

Stakeholder management

Education

Bachelor's degree in Business Management, Finance, Operations Research, Business Strategy, Data Analytics

MBA or equivalent advanced degree

Tools

NICE

Verint

Tableau

Power BI

CRM systems

Job description

Hammerjack Pty Ltd is seeking a Senior Manager of Workforce Management for Product Support to lead strategic planning and operational execution of workforce capacity and analytics. You will align staffing with multi-channel support needs, drive SLA adherence, and foster a culture of performance and customer centricity.

You will champion data-driven decision making, mentor a high-caliber team, and partner with executive stakeholders to optimize scheduling platforms and workforce processes for