Senior Workforce Manager

IntouchCX; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

IntouchCX in Manila, Philippines, is seeking a Senior Workforce Manager to direct the WFM department across a line of business. You will oversee capacity planning, forecasting, and scheduling to optimize contact center performance and service levels.

You will lead a team, collaborate with partners, clients, and account managers, implement training needs, drive cost efficiencies, and develop contingency plans to ensure end-to-end delivery and continuous improvement.

Qualifications

• Post-secondary degree or certificate required.
• Experience in Call Center or service-oriented industry is expected.
• Proven experience as a Workforce Manager overseeing multiple clients/accounts.

Responsibilities

• Direct, manage and supervise all activities and resources in the Workforce department for a line of business.
• Lead WFM planning design, development and execution to drive center KPIs.
• Maintain effective relationships with Business Partners, Clients and Account Managers to identify service improvements.
• Lead training initiatives for future forecast and staffing needs and optimize cost efficiencies.

Skills

Capacity planning

Forecasting

Scheduling

Analytical thinking

Problem solving

Interpersonal communication

Project management

Stakeholder management

Education

Post-secondary degree or certificate

Tools

MS Office

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.

As Senior Workforce Manager, You Will...

• Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
• Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
• Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
• Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
• Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
• Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
• Drive business benefits through self-initiated projects
• Act as a Subject Matter Expert (SME) for resource planning and scheduling

As Senior Workforce Manager, You Have...

• Post-secondary degree, or certificate, with a focus in a related discipline (required)
• Minimum 3 years experience in a Call Center or Service-Oriented Industry
• Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
• Solid experience in Capacity Planning and Forecasting
• Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
• Excellent project management and computer (MS Office) skills
• Demonstrated strong interpersonal and communication skills
• Superior organizational skills and the ability to follow through
• Service oriented attitude
• Ability to adapt to change and innovation
• Ability to work in a fast-paced, hectic, changing environment
• Ability to adhere to all organizational policies and procedures
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Strategic thinking skills
• Experience planning and monitoring for results