Strategic Workforce Manager - Call Center

Private Advertiser; Kawit; On-site; PHP 320,000 - 520,000; Full time

Job summary

Private Advertiser in Cavite seeks a Work Force Management Officer to optimize workforce operations within our call center and customer service division. Based in Bacoor City, this full-time role focuses on forecasting, scheduling, and monitoring staffing to meet service level targets while maintaining efficiency.

You will analyze key metrics, collaborate with team leaders, ensure regulatory compliance, and support recruiting and onboarding.

Qualifications

• Proven experience in workforce management, staffing coordination or similar role within a call centre or customer service environment
• Strong proficiency with workforce management software and tools, including scheduling systems and analytics platforms
• Excellent analytical and problem-solving skills with the ability to interpret complex data and make informed decisions
• Sound knowledge of call center operations, including key performance indicators and service level agreements
• Proficiency in Microsoft Excel and other data analysis tools

Responsibilities

• Forecast call volumes, staffing requirements and resource needs using historical data and business projections
• Develop and maintain accurate staffing schedules that align with forecasted demand and operational requirements
• Monitor real-time adherence to schedules and make necessary adjustments to meet service level agreements
• Track and analyze key workforce management metrics including occupancy, shrinkage, average handle time and service levels
• Collaborate with team leaders and supervisors to communicate scheduling expectations and workforce requirements
• Identify and implement process improvements to enhance workforce efficiency and reduce operational costs
• Prepare comprehensive workforce management reports and present findings to senior management
• Ensure compliance with labor regulations, company policies and industry best practices
• Support recruitment and onboarding processes to maintain appropriate staffing levels
• Conduct training and coaching on workforce management systems and scheduling tools

Skills

Forecasting

Scheduling

Analytics

Excel

Education

Bachelor's degree in Business/Management/Mathematics

Tools

WFM software

Job description

Private Advertiser in Cavite seeks a Work Force Management Officer to optimize workforce operations within our call center and customer service division. Based in Bacoor City, this full-time role focuses on forecasting, scheduling, and monitoring staffing to meet service level targets while maintaining efficiency.

You will analyze key metrics, collaborate with team leaders, ensure regulatory compliance, and support recruiting and onboarding.