Senior Workforce Manager – Multichannel Contact Center

Transcom Worldwide (Philippines), Inc.

Pasig

On-site

PHP 1,000,000 - 1,800,000

Full time

14 days+

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Benefits offered by this job

Day 1 HMO

Meal allowance

Transportation allowance

Rice subsidy

Clothing allowance

Teleconsult 24/7

Psychologist

Pharmacy access

Scholarship program

Retirement fund

Tap Card rewards

Loyalty incentives

Insurance

Shuttle service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Workforce Manager in Pasig to lead real-time management, forecasting, and staffing for multi-channel contact centers.

The role requires overseeing dispersed analysts, guiding SLA achievement, and delivering clear performance reporting. The ideal candidate will have 5+ years in Workforce Management, strong WFM software expertise (Aspect eWFM, Verint, iEX), and proven leadership of large teams.

Qualifications

College graduate with business or technical background.
Experience in Workforce Management in contact centers preferred.
Strong analytical and communication skills.

Responsibilities

Lead and manage Workforce Management teams and performance.
Develop and execute WFM processes across channels.
Provide regular reporting and strategic recommendations.
Collaborate with HR, Operations, and IT to meet SLAs.
Oversee training and development of analysts.

Skills

WFM Mathematics

WFM Software

Communication skills

Analytical skills

Problem solving

Microsoft Office

Project management

Process documentation

Education

College degree in business or technical field

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom Worldwide (Philippines), Inc. is seeking a Workforce Manager in Pasig to lead real-time management, forecasting, and staffing for multi-channel contact centers.

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