Senior WFM Leader: Strategy, Staffing & Insights

Moder Solutions Inc.; Cebu City; Vor Ort; PHP 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

Moder Solutions Inc. in Cebu City, Philippines, seeks a seasoned Workforce Management leader to guide end-to-end staffing across our contact center operations and drive capacity planning to meet demand and service levels.

You will partner with Operations and business stakeholders to translate requirements into actionable staffing plans, design schedules across multiple lines of business, and implement continuous improvement through data-driven governance.

Qualifikationen

• Bachelor’s degree or equivalent commensurate work experience.
• 12–14+ years of experience in Workforce Management with 8–10 years in leadership.
• Hands‑on experience with WFM tools NICE, Verint, Aspect, Genesys or similar.
• Hands‑on experience with telephony systems (Avaya, Cisco, Amazon Connect, Five9).
• Strong understanding of contact center operations and end‑to‑end environments.
• Advanced Excel plus Power BI/Tableau; some scripting for reporting/automation.

Aufgaben

• Lead end‑to‑end resource planning and staffing across contact center operations.
• Drive capacity planning by assessing staffing gaps and allocation.
• Collaborate with stakeholders to translate workforce needs into staffing plans.
• Oversee design and execution of workforce schedules across lines of business.
• Optimize shift design and staffing to meet service levels and efficiency.
• Monitor real‑time performance, service levels, and adherence.
• Lead RCA for service level misses and driving continuous improvement.

Kenntnisse

Analytical thinking

Forecasting

Scheduling

Leadership

Stakeholder management

Data-driven decision making

Ausbildung

Bachelor’s degree or equivalent

Tools

NICE

Verint

Aspect

Genesys

Power BI

Tableau

Power Apps

Jobbeschreibung

Moder Solutions Inc. in Cebu City, Philippines, seeks a seasoned Workforce Management leader to guide end-to-end staffing across our contact center operations and drive capacity planning to meet demand and service levels.

You will partner with Operations and business stakeholders to translate requirements into actionable staffing plans, design schedules across multiple lines of business, and implement continuous improvement through data-driven governance.