Strategic Workforce Manager — Onsite (Davao)

FPS Innovation Labs; Davao City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Full Potential Solutions (FPS) in Davao, Philippines, is seeking a Workforce Manager to lead workforce planning and performance across call, email, and chat channels. You will forecast volumes, oversee scheduling and capacity planning, and drive efficiency for multiple client programs onsite in a fast-paced, entrepreneurial environment.

The role requires 5–10 years of management experience in a contact center or workforce setting, strong data-driven decision making, and excellent communication.

Qualifications

• 5-10 years of management experience within a contact center or Workforce department.
• Knowledge of WFM tools (e.g., Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• End-to-end WFM cycle knowledge; experience with WFO software.
• Experience in client relationship management.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work independently and in a fast-paced, entrepreneurial environment.
• Strong interpersonal and critical-thinking skills.
• Exceptional time management, organizational and prioritization skills.
• Able to work night shift and onsite.

Responsibilities

• Forecast and prepare for call, email and chat volume and monitor seat occupancy and other factors to measure campaign performance.
• Identify and report on account profitability opportunities and recommend strategies to improve campaign processes.
• Analyze metrics and staffing on a consistent basis to maximize efficiency across multiple client programs.
• Work with operational teams to ensure client-partner and company goals are met.
• Develop solutions, strategies and action plans to improve business performance and client success.
• Manage at least 20 headcount.

Skills

Management experience

Analytical skills

Communication skills

Time management

Interpersonal skills

Problem-solving

Tools

Avaya

Verint

Job description

Full Potential Solutions (FPS) in Davao, Philippines, is seeking a Workforce Manager to lead workforce planning and performance across call, email, and chat channels. You will forecast volumes, oversee scheduling and capacity planning, and drive efficiency for multiple client programs onsite in a fast-paced, entrepreneurial environment.

The role requires 5–10 years of management experience in a contact center or workforce setting, strong data-driven decision making, and excellent communication.