Strategic WFM Leader: Data-Driven Staffing & Optimization

Moder

Cebu City

On-site

PHP 1,200,000 - 2,000,000

Full time

6 hours ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Moder is seeking a senior Workforce Management leader to drive end-to-end resource planning and staffing across our contact center operations in Cebu City. You will optimize capacity, design schedules, and ensure service levels while managing intraday actions and governance.

You bring 12–14+ years in WFM with 8–10 years in leadership, hands‑on with NICE/Verint/Genesys, and strong analytics using Excel, Power BI, Python/R. This role emphasizes data‑driven decisions and continuous improvement.

Qualifications

Bachelor's degree or equivalent commensurate work experience.
12–14+ years in Workforce Management, with 8–10 years in a leadership role.
Hands‑on with WFM tools: NICE, Verint, Aspect, Genesys.
Hands‑on with telephony systems: Avaya, Cisco, Amazon Connect, Five9.
Strong understanding of contact center ops and end‑to‑end environments.
Analytical skills to translate data into actionable insights.
Forecasting, scheduling, and workforce modeling expertise.
Experience with R, R Studio, Python preferred.
Design and support of reporting/analytics solutions.
Exposure to automation tools (Power Automate, scripting).
Advanced Excel; proficiency with Power BI, Tableau, Power Apps.

Responsibilities

Lead end-to-end resource planning and staffing augmentation across contact center operations.
Drive capacity planning by assessing staffing gaps and optimizing resource allocation.
Collaborate with Operations and Business stakeholders on staffing plans.
Oversee design, development, and execution of workforce schedules across lines of business.
Optimize shift design and staffing to meet service levels and efficiency.
Manage scheduling exceptions, including shift swaps and coverage gaps.
Monitor real-time performance, service levels, and staffing adherence.
Drive intraday actions: reallocation of resources, reforecasting, escalation management.
Ensure timely response to volume spikes and outages for continuity.
Lead RCA for service level misses and workforce inefficiencies; drive improvements.
Cost-benefit analysis for staffing decisions; ensure policy adherence and audit docs.
Standardize best practices; strengthen governance in workforce management.
Lead and develop the Workforce Management team; nurture accountability and performance.
Foster data-driven decision making through coaching and mentoring.