Senior Workforce Manager — Real-Time Forecasting Lead

Transcom Worldwide (Philippines), Inc.; Iligan; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. in Bacolod is seeking a Workforce Manager to lead a geographically dispersed team, ensure service levels, and optimize staffing and performance.

You will define WFM processes, forecast call volumes, and coach analysts, while maintaining real-time insights and cross-functional collaboration with Operations and IT.

This role offers a comprehensive benefits package and opportunities for growth within Transcom's Malasakit culture.

Qualifications

• College graduate in business or technical course.
• Minimum of 5 years of Workforce Management experience.
• Experience managing groups of Workforce Analysts and Leaders.
• Hands-on experience supporting a work-at-home environment is preferred.

Responsibilities

• Lead WFM teams to achieve service levels and efficiency goals.
• Define and execute WFM processes with cross-functional departments.
• Conduct regular team meetings and escalate issues timely.
• Provide coaching and development opportunities to analysts.
• Collaborate with HR to resolve complex staffing issues.
• Interview and assign new team members to operations teams.
• Analyze forecasts and staffing to optimize resources.
• Ensure real-time performance data supports operations management.

Skills

Workforce Management

Forecasting

Scheduling

Team Leadership

Analytical skills

Communication

Problem solving

Process documentation

MS Office

Education

Bachelor's degree in business or technical field

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom Worldwide (Philippines), Inc. in Bacolod is seeking a Workforce Manager to lead a geographically dispersed team, ensure service levels, and optimize staffing and performance.

You will define WFM processes, forecast call volumes, and coach analysts, while maintaining real-time insights and cross-functional collaboration with Operations and IT.

This role offers a comprehensive benefits package and opportunities for growth within Transcom's Malasakit culture.