Senior Workforce Manager

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Probe Group Philippines Inc. is seeking a senior WFM leader to manage end-to-end workforce planning and reporting for multi-campaign operations in Eastwood, Quezon City. You will drive capacity planning, seat utilization, and analytics to support client goals and operational excellence.

The role requires 10+ years in WFM, exceptional leadership and communication, and hands-on experience with forecasting and reporting. On-site position with diverse, global client engagement.

Qualifications

• Minimum of 10 years in Workforce Management (WFM) leadership and operations.
• Excellent communication and daily client/ops feedback experience.
• Willing to work on-site in Eastwood, Quezon City, Philippines.

Responsibilities

• Manage end-to-end WFM operations and deliverables for campaigns.
• Create staffing capacity plans based on contact forecasts and demand.
• Analyze daily, weekly, monthly, and annual contact patterns.
• Create and manage reporting and analytics across lines of business.
• Collaborate with clients and stakeholders to drive seat utilization and performance.
• Deliver client and management reports to plan operational and strategic outcomes.
• Coordinate cross-functional activities to reconcile variances from forecast.
• Ensure data availability and use robust performance metrics.

Skills

WFM leadership

Capacity planning

Data analysis

Stakeholder management

Reporting dashboards

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

General and Task Management

• Manage end to end
• Capacity Planning & Seat Management across campaigns
• Create or builds staffing capacity plans based on contact forecast
• Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.

Relationship Management

• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
• Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
• Perform all other duties as assigned

MINIMUM REQUIREMENTS:

• At least 10 years experience in WFM
• Exemplary Leadership skills – already had experience handling a group of people
• Superb Communication – daily feedback with client and Operations
• Must be amenable work in Eastwood, Quezon City

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