Senior Workforce Manager: WFM & Capacity Planning Lead

Manatal; Philippines; On-site; PHP 1,400,000 - 2,200,000; Full time

Benefits offered by this job

Healthcare coverage on day one for you

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Senior Training & Recruitment Manager to own end-to-end workforce strategy, develop staffing forecasts, and design multi-time-zone rosters. The role requires leading a team, building dashboards, and providing scenario insights for leadership.

You will collaborate with Australian leads to translate demand into staffing needs, establish WFM playbooks, and ensure governance for the Manila operation.

Qualifications

• 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
• Proven forecasting and capacity modeling experience in a BPO or large-scale contact center.
• Advanced proficiency in WFM software and expert-level Excel.
• Strong communication skills to present workforce data to C-suite and GM-level stakeholders.

Responsibilities

• Own the end-to-end workforce strategy, including complex forecasting models and long-term capacity planning.
• Develop staffing forecasts based on volume trends, seasonality, attrition, and business growth projections.
• Design and optimize shift rosters for multi-skilled teams operating across different time zones.
• Implement real-time adherence monitoring to maintain service levels.
• Build comprehensive WFM dashboards to track FTE utilization, schedule adherence, and absenteeism.
• Conduct scenario modeling to provide senior leadership with insights on scaling and risks.
• Partner with onshore Australian leads to translate demand into staffing requirements.
• Establish standardized WFM playbooks and governance for the Manila operation.

Skills

Forecasting

Capacity modeling

WFM software

Excel

Analytical skills

Communication skills

Leadership

Education

Bachelor’s degree in Business, Statistics, Operations Research, or related field

Tools

Verint

NICE

Aspect

Job description

MicroSourcing is seeking a Senior Training & Recruitment Manager to own end-to-end workforce strategy, develop staffing forecasts, and design multi-time-zone rosters. The role requires leading a team, building dashboards, and providing scenario insights for leadership.

You will collaborate with Australian leads to translate demand into staffing needs, establish WFM playbooks, and ensure governance for the Manila operation.