Senior Workforce Management & Forecasting Leader

Capital One Philippines Support Services Corp.; Mimaropa; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Capital One Philippines Support Services Corp. in Alabang, Philippines, invites applicants for a Workforce Manager role. You will strategize and direct WFM activities to align staffing with call/credit volumes, manage forecasting models, and lead a team of WFM professionals.

Strong analytics and stakeholder collaboration are essential. The role requires a college degree, 5+ years in contact center/WFM, and flexibility for hybrid work and night shifts.

Qualifications

• College graduate required.
• 2+ years in Workforce Management (Forecasting, Capacity Planning, or Budgeting/Resource Planning).
• 2+ years in a Management role leading teams.
• 5 years in call center/ WFM operations.
• Hybrid work setup and night shift availability.

Responsibilities

• Strategic planning for WFM including budgeting, forecasting and capacity planning.
• Provide leadership with performance and staffing data from daily to monthly trends.
• Audit processes for compliance and drive improvements with stakeholders.
• Lead and develop a team of WFM managers/professionals.
• Collaborate across HR, Operations, Finance, CRE, and Canadian leadership.
• Support back-office, collections, fraud, and training initiatives as needed.

Skills

WFM principles

Forecasting

Capacity planning

Budgeting

People management

Education

College degree

Tools

Excel/Sheets

WFM platforms/tools

Job description

Capital One Philippines Support Services Corp. in Alabang, Philippines, invites applicants for a Workforce Manager role. You will strategize and direct WFM activities to align staffing with call/credit volumes, manage forecasting models, and lead a team of WFM professionals.

Strong analytics and stakeholder collaboration are essential. The role requires a college degree, 5+ years in contact center/WFM, and flexibility for hybrid work and night shifts.