Senior Workforce Manager – Forecasting & Real‑Time Planning

ibex; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ibex in Metro Manila is seeking a Workforce Manager to oversee a team responsible for workforce planning and intraday management across call queues. You will determine schedules and resources with broad experience to achieve optimal coverage and develop contingency plans during peak demand, owning end-to-end processes with creative latitude.

The role requires leading WFM operations, staffing, forecasting, load balancing, and real-time reporting, collaborating with site leaders to ensure

Qualifications

• Bachelor’s Degree (any field)
• At least 5 years of related experience in call center workforce management, with 3 years in a managerial capacity.

Responsibilities

• Oversee day-to-day WFM Real time adherence team operations.
• Maintain service levels while controlling overtime costs.
• Develop policies to standardize Workforce management functions.
• Lead forecasting, scheduling, and load balancing for call activity.
• Create and communicate the site work schedule.
• Generate intra-daily to annual forecasts and analyze variances.

Skills

Communication

Presentation

Analytical

Interpersonal

Time management

Reporting

Leadership

Collaboration

Planning

Education

Bachelor’s Degree (any field)

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Excel

Job description

ibex in Metro Manila is seeking a Workforce Manager to oversee a team responsible for workforce planning and intraday management across call queues. You will determine schedules and resources with broad experience to achieve optimal coverage and develop contingency plans during peak demand, owning end-to-end processes with creative latitude.

The role requires leading WFM operations, staffing, forecasting, load balancing, and real-time reporting, collaborating with site leaders to ensure