Senior Workforce Manager: Planning & Intraday

Ibex Global; Philippines; On-site; PHP 840,000 - 1,440,000; Full time

Job summary

Ibex Global is seeking a Workforce Manager to oversee a WFM team responsible for planning and intraday management across call queues. The role focuses on creating staffing plans, optimizing coverage, and developing contingency strategies during peak demand, while partnering with site and department leaders.

The candidate will manage 20+ staff, lead end-to-end WFM processes, and leverage tools like Blue Pumpkin, IEX, and Aspect to ensure efficient operations.

Qualifications

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

Responsibilities

• Responsible for scheduling and workload distribution for call centre representatives to ensure high utilisation rate and high quality service.
• Identify and resolve technical, operational and organisational issues outside of own team.
• Monitor the training, development, and performance of employees; provide coaching and feedback.
• Coordinate activities of team members to ensure efficient and quality execution of their responsibilities.
• Conduct new hire training to educate on WFM guidelines and procedures.
• Maintain communication by holding regularly scheduled team meetings.
• Review and develop staffing models based on forecasted call volumes.
• Responsible for intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
• Contribute to the analysis, problem solving and planning of the overall WFM strategy including long and short term planning.
• Work with senior management to develop policies, procedures and training programmes that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Skills

Forecasting

Scheduling

Intraday mgmt

Excel

Analytical skills

Team leadership

Multi-site exp

Call centre metrics

Team size mgmt

Education

Bachelor’s degree in Business or related field

Tools

Blue Pumpkin

IEX

Aspect

Job description

Ibex Global is seeking a Workforce Manager to oversee a WFM team responsible for planning and intraday management across call queues. The role focuses on creating staffing plans, optimizing coverage, and developing contingency strategies during peak demand, while partnering with site and department leaders.

The candidate will manage 20+ staff, lead end-to-end WFM processes, and leverage tools like Blue Pumpkin, IEX, and Aspect to ensure efficient operations.