Senior Workforce Manager - Multi-Site Call Center

ibex; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines is seeking a Workforce Manager to lead a WFM team responsible for forecast, scheduling, and intraday management across call queues. The role partners with site and department leaders to ensure staffing, interval coverage, and contingency planning, driving end-to-end process ownership.

You will supervise 20+ agents, develop staffing models, coordinate training, and implement strategies using Blue Pumpkin, IEX, Aspect or similar tools.

Qualifications

• Bachelor's degree in Business or related field.
• Minimum 5+ years in Workforce Management or similar.
• Experience supervising and coordinating large teams across sites.

Responsibilities

• Schedule and workload distribution for call center reps to ensure high utilization and service quality.
• Identify and resolve operational issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Maintain regular team meetings and clear communication.
• Review staffing models based on forecasted call volumes.
• Manage Intraday scheduling, including time-off changes.
• Contribute to WFM strategy and long/short-term planning.
• Collaborate with senior management on policies and training programs.
• Handle more complex or urgent issues when needed.

Skills

Forecasting

Scheduling

Intraday management

Supervisory experience

Analytical skills

Excel proficiency

Education

Bachelor's degree in Business

Tools

Blue Pumpkin

IEX

Aspect Scheduling

Job description

ibex in the Philippines is seeking a Workforce Manager to lead a WFM team responsible for forecast, scheduling, and intraday management across call queues. The role partners with site and department leaders to ensure staffing, interval coverage, and contingency planning, driving end-to-end process ownership.

You will supervise 20+ agents, develop staffing models, coordinate training, and implement strategies using Blue Pumpkin, IEX, Aspect or similar tools.