Senior Workforce Manager | Multi-Site Call Center

ibex; Parañaque; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ibex in Parañaque, Philippines, is seeking a Workforce Manager to lead a WFM team responsible for forecasting, scheduling and intraday management across call queues. You will partner with site and department leaders to ensure adequate staffing and peak coverage.

The ideal candidate has a Bachelor's in Business, 5+ years in WFM, multi-site call center experience, and strong analytics with advanced Excel; familiarity with Blue Pumpkin/IEX/Aspect is a plus.

Qualifications

• Bachelor’s degree in Business or related field.
• 5+ years of Workforce Management experience.
• 3+ years of Supervisory experience.
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge of Microsoft Office; Excel mastery.
• Multi-site and multi-skill call center experience is a must.

Responsibilities

• Schedule and workload distribution to ensure high utilization and quality service.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities to ensure efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Maintain regular team meetings and communication.

Skills

Forecasting

Scheduling

Intraday management

Team leadership

Call center

Analytical skills

Advanced Excel

Multisite experience

Communication

Time management

Education

Bachelor's degree in Business or related field

Tools

Blue Pumpkin

IEX

Aspect

Job description

ibex in Parañaque, Philippines, is seeking a Workforce Manager to lead a WFM team responsible for forecasting, scheduling and intraday management across call queues. You will partner with site and department leaders to ensure adequate staffing and peak coverage.

The ideal candidate has a Bachelor's in Business, 5+ years in WFM, multi-site call center experience, and strong analytics with advanced Excel; familiarity with Blue Pumpkin/IEX/Aspect is a plus.