Strategic Workforce Manager - Multi-Site Call Center

ibex; Metro Manila; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

ibex in Metro Manila seeks a Workforce Manager to lead a WFM team responsible for forecasting, scheduling, and intraday management across call queues. You will collaborate with site and department leaders to ensure optimal coverage and staffing.

The role requires 5+ years in WFM, 3+ years of supervision, strong analytical skills, proficiency in scheduling software (Blue Pumpkin, IEX, Aspect) and advanced Excel, with multi-site, multi-skill call center experience.

Qualifications

• Bachelor’s degree in Business or related field.
• 5+ years of Workforce Management experience.
• 3+ years of Supervisory experience.
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge of Microsoft Office applications.
• Multi-site and Multi-skill call center experience is required.
• Experience with large (~2500 seat) call centers.
• Experience with Blue Pumpkin, IEX, or Aspect scheduling software.
• Strong analytical and mathematical understanding of call center metrics.
• Ability to manage 20+ person teams.

Responsibilities

• Schedule and workload distribution for call center reps to ensure high utilization and service quality.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Maintain regular team meetings and communications.
• Review staffing models based on forecasted call volumes.
• Manage intraday schedule changes (cancellations, scheduling, time off).
• Contribute to WFM strategy with long/short term planning.
• Work with senior management to develop policies and training programs.
• May handle escalated or urgent issues.

Skills

Forecasting

Scheduling

Intraday management

Analytical skills

Time management

Communication

Leadership

Team handling

Multitasking

Pressure handling

Education

Bachelor’s degree in Business or related field

Tools

Blue Pumpkin

IEX

Aspect

Microsoft Office

Excel

Job description

ibex in Metro Manila seeks a Workforce Manager to lead a WFM team responsible for forecasting, scheduling, and intraday management across call queues. You will collaborate with site and department leaders to ensure optimal coverage and staffing.

The role requires 5+ years in WFM, 3+ years of supervision, strong analytical skills, proficiency in scheduling software (Blue Pumpkin, IEX, Aspect) and advanced Excel, with multi-site, multi-skill call center experience.