Senior Workforce Manager — Forecasting & Scheduling

Enshored; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Enshored is seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role drives operational efficiency by managing resources, policy rollouts, and issue resolution, ensuring client satisfaction through strong WFM practices.

The ideal candidate has extensive Workforce Management experience, proven leadership, and the ability to manage remote reports while maintaining high accuracy in analytics and

Qualifications

• Bachelor's degree (no specification).
• 3 years of management experience in a call center environment.
• Extensive Workforce Management experience.
• Must have solid experience in Capacity Planning, Forecasting, and Scheduling.
• Experience in analytic and reporting functions is preferred.
• Broad knowledge of contact center & customer service operations

Responsibilities

• Oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling.
• Manage resources, policy rollouts, and issue resolution to drive operational efficiency.
• Ensure client satisfaction through effective workforce management

Skills

Workforce management

Capacity planning

Forecasting

Scheduling

Call center operations

English communication

Leadership

Remote management

Analytical skills

Education

Bachelor's degree

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS

Lucent ACD

Call Master

Call recording

Job description

Enshored is seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role drives operational efficiency by managing resources, policy rollouts, and issue resolution, ensuring client satisfaction through strong WFM practices.

The ideal candidate has extensive Workforce Management experience, proven leadership, and the ability to manage remote reports while maintaining high accuracy in analytics and