Strategic WFM Manager: Forecasting & Scheduling

Foundever; Pasig; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

Foundever is seeking a Workforce Manager to oversee planning, forecasting, scheduling, and real-time management across a network of contact center operations. You will manage a WFM team, drive performance, and ensure SLAs are met through capacity optimization and continuous improvement.

The role requires deep experience with workforce management systems and call center tooling, plus the ability to analyze data with BI tools and collaborate across Operations and Client teams.

Qualifications

• 5+ years of experience in planning, implementing, utilizing and supporting workforce management systems.
• Experience with call center WFM tools is required (IEX, Blue Pumpkin or similar).
• Power BI or BI tools experience is preferred.
• Experience managing 8–10 associates is preferred.
• Strong leadership and stakeholder management skills.

Responsibilities

• Oversee workforce planning, forecasting, scheduling and real-time management to meet SLAs.
• Lead the WFM team, conduct performance discussions, and drive coaching.
• Collaborate with Operations, Clients and partners to address capacity challenges.
• Monitor KPIs, analyze planned vs actuals, and implement mitigation strategies.
• Approve hiring and terminations for WFM staff and ensure best practices.

Skills

WFM systems

call center tooling

Power BI

leadership

stakeholder management

Tools

IEX

Blue Pumpkin

Job description

Foundever is seeking a Workforce Manager to oversee planning, forecasting, scheduling, and real-time management across a network of contact center operations. You will manage a WFM team, drive performance, and ensure SLAs are met through capacity optimization and continuous improvement.

The role requires deep experience with workforce management systems and call center tooling, plus the ability to analyze data with BI tools and collaborate across Operations and Client teams.