Senior Workforce Manager

Manatal; Philippines; On-site; PHP 1,400,000 - 2,200,000; Full time

Benefits offered by this job

Healthcare coverage on day one for you

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Senior Training & Recruitment Manager to own end-to-end workforce strategy, develop staffing forecasts, and design multi-time-zone rosters. The role requires leading a team, building dashboards, and providing scenario insights for leadership.

You will collaborate with Australian leads to translate demand into staffing needs, establish WFM playbooks, and ensure governance for the Manila operation.

Qualifications

• 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
• Proven forecasting and capacity modeling experience in a BPO or large-scale contact center.
• Advanced proficiency in WFM software and expert-level Excel.
• Strong communication skills to present workforce data to C-suite and GM-level stakeholders.

Responsibilities

• Own the end-to-end workforce strategy, including complex forecasting models and long-term capacity planning.
• Develop staffing forecasts based on volume trends, seasonality, attrition, and business growth projections.
• Design and optimize shift rosters for multi-skilled teams operating across different time zones.
• Implement real-time adherence monitoring to maintain service levels.
• Build comprehensive WFM dashboards to track FTE utilization, schedule adherence, and absenteeism.
• Conduct scenario modeling to provide senior leadership with insights on scaling and risks.
• Partner with onshore Australian leads to translate demand into staffing requirements.
• Establish standardized WFM playbooks and governance for the Manila operation.

Skills

Forecasting

Capacity modeling

WFM software

Excel

Analytical skills

Communication skills

Leadership

Education

Bachelor’s degree in Business, Statistics, Operations Research, or related field

Tools

Verint

NICE

Aspect

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Workforce Manager
Location: Harton Corporate Center, Parañaque City
Work setup & shift: Onsite | Shifting Schedule

Why join Microsourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Senior Training & Recruitment Manager, you will:

• Own the end-to-end workforce strategy, including complex forecasting models and long-term capacity planning.
• Develop staffing forecasts based on volume trends, seasonality, attrition, and business growth projections.
• Design and optimize shift rosters for multi-skilled teams operating across different time zones.
• Implement real-time adherence monitoring to maintain service levels and manage intraday variances.
• Build comprehensive WFM dashboards to track FTE utilization, schedule adherence, and absenteeism.
• Conduct scenario modeling to provide senior leadership with insights on operational scaling and structural risks.
• Partner with onshore Australian business leads to translate demand drivers into precise staffing requirements.
• Establish standardized WFM playbooks, SOPs, and governance frameworks for the Manila operation.

What You Need:

Non-negotiables

• Minimum of 5 years of professional experience in Workforce Management, with at least 2 years in a leadership role.
• Proven expertise in forecasting and capacity modeling within a BPO or large-scale contact center environment.
• Advanced proficiency in WFM software (e.g., Verint, NICE, Aspect) and expert-level Excel capabilities.
• Strong analytical skills to perform root-cause analysis on schedule variances and utilization gaps.
• Exceptional communication skills for presenting complex workforce data to C-suite and GM-level stakeholders.
• Bachelor’s degree in Business, Statistics, Operations Research, or a related field.

Preferred skills/expertise

• Direct experience building a dedicated WFM function from scratch in a growing organization.
• Professional Workforce Management certification (e.g., SWPP or equivalent).
• Familiarity with Philippine labor regulations and their impact on night shift differentials and roster compliance.
• Experience managing "multi-skilled" environments where resources are shared across different business units.
• Strategic mindset for identifying cost‑saving opportunities through optimized resource deployment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply