Senior Workforce Manager

IntouchCX; Metro Manila; On-site; PHP 600,000 - 850,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Senior Workforce Manager to direct and optimize the Workforce department for a line of business. The role focuses on capacity planning, forecasting, scheduling, and end-to-end delivery across client accounts.

You will lead a team, collaborate with partners and account managers, and drive cost savings and service improvements through strategic budgeting and staffing decisions in a fast-paced environment.

Qualifications

• Post-secondary degree or certificate in a related discipline is required.
• Minimum 3 years experience in a Call Center or service-oriented industry.
• Minimum 3 years experience as a Workforce Manager managing multiple clients/accounts.
• Solid experience in Capacity Planning and Forecasting.

Responsibilities

• Direct, manage and supervise all activities and resources related to the Workforce department for a line of business.
• Capac ity planning, resource management, forecasting, and scheduling responsibilities.
• Lead a team that designs and executes WFM planning to drive KPIs.
• Maintain relationships with Business Partners, Clients, and Account Managers to identify service improvements.
• Implement regular training needs and requirements for future forecast and staffing needs.
• Lead strategic initiatives to achieve cost savings and service improvements through budgeting and scheduling.
• Oversee end-to-end business delivery and contingency planning with stakeholders.
• Act as SME for resource planning and scheduling.

Skills

Capacity Planning

Forecasting

WFM Planning

Analytical Skills

Project Management

MS Office

Communication Skills

Organizational Skills

Strategic Thinking

Results Monitoring

Education

Post-secondary degree/certificate

Tools

MS Office

Job description

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