Senior Strategic Workforce Manager

PM Consulting; Pasig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

PM Consulting is seeking a Senior Manager of Workforce Management to lead strategic planning, analytics, and staffing for a high-volume product support environment in Ortigas. This role drives workforce optimization, cross-functional collaboration, and data-driven decision making to align capacity with business needs.

The position requires 4–6 years in workforce management, 3+ years in senior leadership, and a track record of improving service levels and efficiency through insightful analytics

Qualifications

• 4–6 years of progressive experience in workforce management within a complex, high‑volume support environment.
• At least 3 years of experience in a senior leadership capacity.
• Bachelor’s degree in Business Management, Finance, Operations Research, Business Strategy, Data Analytics, or a related discipline.
• Strong analytical and strategic capabilities, with the ability to translate workforce data into actionable business strategies.
• Proven leadership and team‑building experience, with a track record of developing teams and driving high performance.
• Strong communication, negotiation, and stakeholder management skills.

Responsibilities

• Develop and implement sophisticated workforce management strategies aligned with immediate operational requirements and long‑term organizational growth objectives.
• Forecast workforce requirements using predictive analytics to ensure optimal staffing across multi‑channel product support functions.
• Anticipate changes in workload and demand patterns and proactively adjust workforce and capacity planning frameworks to address evolving business requirements.
• Leverage advanced data analytics to identify actionable insights, improve operational efficiency, and drive measurable improvements in service delivery.
• Develop and maintain performance dashboards that provide real‑time visibility into workforce utilization and SLA adherence.
• Monitor and evaluate key performance indicators (KPIs) and implement targeted interventions to improve workforce and operational performance.
• Foster a results‑oriented culture through disciplined performance management and data‑driven decision‑making.
• Act as a strategic workforce management partner to senior leadership, product support teams, and other functional groups to ensure alignment on workforce strategy and operational priorities.
• Lead, mentor, and develop a team of workforce management professionals, promoting high performance, innovation, and professional growth.
• Partner with technology and operational teams to optimize workforce management platforms and identify opportunities for process improvement and operational enhancement.
• Build strong working relationships across functions to ensure workforce strategies effectively support business and customer requirements.
• Lead initiatives to streamline workforce operations through automation, advanced scheduling solutions, and intelligent workload distribution.
• Evaluate and adopt relevant workforce management methodologies, technologies, and industry practices to maintain an agile and scalable operating model.
• Stay current with industry trends and emerging workforce management approaches and translate relevant developments into practical improvements.
• Translate complex workforce data and analysis into clear, compelling insights that support executive decision‑making and strategic planning.

Skills

Strategic leadership

Data analytics

Stakeholder management

Team leadership

Communication skills

Education

Bachelor's degree in Business

Tools

NICE

Verint

Tableau

Power BI

CRM systems

Job description

PM Consulting is seeking a Senior Manager of Workforce Management to lead strategic planning, analytics, and staffing for a high-volume product support environment in Ortigas. This role drives workforce optimization, cross-functional collaboration, and data-driven decision making to align capacity with business needs.

The position requires 4–6 years in workforce management, 3+ years in senior leadership, and a track record of improving service levels and efficiency through insightful analytics