Senior Workforce Manager – Contact Center & Analytics

Transcom; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig is seeking an experienced Workforce Manager to lead a geographically dispersed WFM team, focusing on real-time management, scheduling, forecasting, and analytics across multiple campaigns. You will drive service level attainment and cost optimization while collaborating with client teams and IT.

The role requires deep expertise in WFM tools, strong leadership, and excellent communication skills to coach analysts and deliver clear reporting to stakeholders.

Qualifications

• Minimum of 5 years of Workforce Management experience in contact centers.
• At least 3 years of managing groups of analysts or leaders.
• Hands-on experience supporting work-at-home operations is a plus.

Responsibilities

• Accountable for the performance and productivity of WFM teams.
• Define and execute WFM processes across contact centers.
• Lead regular team meetings to communicate policy changes.
• Provide leadership and development opportunities to team members.
• Collaborate with HR to address complex issues.
• Interview and assign new team members to operations groups.
• Forecast calls and staffing needs to meet service levels.
• Audit Workforce operations for quality of service.
• Ensure training is available for WFM personnel.

Skills

Workforce math

WFM software

Communication

Problem solving

Project management

Analytics

Education

Bachelor's degree in business/technical

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom Pasig is seeking an experienced Workforce Manager to lead a geographically dispersed WFM team, focusing on real-time management, scheduling, forecasting, and analytics across multiple campaigns. You will drive service level attainment and cost optimization while collaborating with client teams and IT.

The role requires deep expertise in WFM tools, strong leadership, and excellent communication skills to coach analysts and deliver clear reporting to stakeholders.