Strategic Workforce Manager, Call Center Operations

Enshored Inc. (External); Rizal; On-site; PHP 600,000 - 900,000; Full time

Job summary

Enshored is seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Bachelor’s degree and 3 years of management experience in a call center are required. Strong expertise in WFM, capacity planning, forecasting, scheduling, and advanced MS Office skills are

Qualifications

• Bachelor’s degree required; 3 years of management experience in a call center.
• Extensive Workforce Management experience with capacity planning, forecasting and scheduling.
• Experience in analytic and reporting functions preferred.
• Broad knowledge of contact center & customer service operations.

Responsibilities

• Oversee accuracy, timeliness and efficiency of workforce reporting, forecasting and scheduling.
• Manage resources, policy rollouts, and issue resolution to drive client satisfaction.

Skills

Workforce management

Capacity planning

Forecasting

Scheduling

Analytics & reporting

English communication

Leadership potential

Remote management

Microsoft Office

Interpersonal & customer service

Multitasking & adaptability

Time management

Education

Bachelor’s degree (no specification)

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS reporting

Lucent ACD system

Call master / call recording system

Job description

Enshored is seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Bachelor’s degree and 3 years of management experience in a call center are required. Strong expertise in WFM, capacity planning, forecasting, scheduling, and advanced MS Office skills are