Senior Workforce Manager

Dencom Consultancy and Manpower Services; Cebu City; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

A prominent consultancy firm in Cebu City is seeking a Sr. Workforce Manager to lead Workforce Management operations for large-scale projects. The ideal candidate will have at least 10 years of experience in this field, including 5 years in management roles. You will ensure optimal staffing and performance, collaborating with multiple departments. This position requires advanced skills in workforce planning and a strong focus on financial performance and client relationships. Hybrid work environment with opportunities for professional development.

Qualifications

• Minimum 10 years in Workforce Management, 5 years in a senior leadership role.
• Extensive experience in managing large-scale WFM operations.
• Advanced proficiency with relevant WFM software and tools.

Responsibilities

• Lead the WFM department, focusing on staffing and performance management.
• Oversee staffing strategies to meet client goals.
• Monitor daily performance and analyze trends for operational efficiency.

Skills

Leadership

Communication

Problem-solving

Workforce Management

Analytical Skills

Education

Bachelor’s in Business Administration or Operations Management

Tools

WFM platforms

Analytics tools

Financial management systems

Job description

Dencom Consultancy and Manpower Services

Hybrid - Cebu >10 Yrs Exp Bachelor Full-time

Job Description

The Sr. Workforce Manager is responsible for leading the end-to-end Workforce Management (WFM) function for large-scale, complex operations. This role ensures optimal staffing, forecasting accuracy, real‑time performance management, and strategic capacity planning to support operational excellence and meet client expectations. The Sr. Workforce Manager will work closely with Operations, Client Services, Finance, and Vendor Management to drive efficiency, service level achievement, and financial performance.

Key Responsibilities

• Lead the WFM department including Forecasting, Scheduling, Real‑Time Management (RTA), Capacity Planning, and Reporting teams.
• Oversee the development and execution of long‑term and short‑term staffing strategies to meet service level goals and client requirements.
• Manage large‑scale WFM operations across multiple programs and clients, ensuring delivery of high‑quality support and insights.
• Review and validate forecasts, schedules, and staffing models using advanced WFM software and analytics tools.
• Partner with Operations and Client Services to deliver data‑driven recommendations that optimize productivity and reduce costs.
• Monitor daily performance, analyze trends, and lead initiatives to address variances in volume, staffing, shrinkage, and KPI attainment.
• Provide strategic guidance on budget planning, headcount management, and capacity utilization to drive financial performance.
• Build and maintain strong relationships with clients and stakeholders, ensuring alignment on expectations and business goals.
• Lead vendor management efforts, ensuring effective coordination and performance across internal teams and external partners.
• Develop and mentor WFM leaders and specialists, fostering professional growth and a high‑performance culture.
• Drive the continuous improvement of WFM processes, tools, and reporting frameworks.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field (preferred but not required).
• 10+ years of experience in Workforce Management, including at least 5 years in a senior management or leadership role.
• Demonstrated experience managing large‑scale WFM operations for major clients.
• Advanced proficiency with WFM platforms, analytics tools, and financial management systems.
• Strong understanding of contact center operations, client relationship management, and vendor management.
• Exceptional leadership, communication, and problem‑solving abilities.
• Proven experience in managing budgets and driving financial performance within WFM operations.