Senior Workforce Management Leader: Forecasting & Real-Time Ops

Level Up Talent Solutions; Cebu City; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Level Up Talent Solutions is seeking an experienced Workforce Management Manager to guide workforce planning and operations for a high-volume contact center environment in Cebu. This role will shape strategy, forecasting, scheduling, and real-time management while developing the WFM team and partnering with operations.

The ideal candidate has extensive WFM experience, strong leadership, and hands-on knowledge of contact center tech to optimize staffing and performance.

Qualifications

• 12-14 years of Workforce Management experience.
• 8-10 years of leadership or management experience.

Responsibilities

• Lead overall Workforce Management operations and strategy.
• Oversee forecasting, capacity planning, scheduling, and real-time workforce management.
• Analyze staffing requirements, volume trends, service levels, and operational performance.
• Develop and implement workforce strategies aligned with business objectives.
• Lead, mentor, develop, and retain WFM professionals and leaders.
• Partner with Operations and other stakeholders to address staffing and performance needs.
• Identify opportunities for process improvement and workforce optimization.
• Ensure effective utilization of workforce and contact center technologies.
• Provide leadership reporting, insights, and workforce recommendations.

Skills

Workforce management

Leadership

Forecasting

Scheduling

Capacity planning

Real-time management

Analytics

Problem-solving

Stakeholder management

Education

Bachelor's degree

Open to college level

Tools

Avaya

Cisco

Amazon Connect

Five9

Job description

Level Up Talent Solutions is seeking an experienced Workforce Management Manager to guide workforce planning and operations for a high-volume contact center environment in Cebu. This role will shape strategy, forecasting, scheduling, and real-time management while developing the WFM team and partnering with operations.

The ideal candidate has extensive WFM experience, strong leadership, and hands-on knowledge of contact center tech to optimize staffing and performance.