Strategic Workforce Manager - WFM & Capacity Planning

Capital One; Muntinlupa; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Capital One Philippines Service Corp. is seeking a Workforce Manager in Alabang to strategize WFM supporting Canada, drive efficiency in forecasting, budgeting, capacity planning, access support and reporting.

You will lead a team of WFM managers and professionals while collaborating across HR, Operations, Finance, CRE and leadership teams. The role requires 2+ years in WFM and 5 years in call center operations, with a hybrid work arrangement and night shifts.

Qualifications

• College graduate.
• 2+ years of experience in Workforce Management (Forecasting, Capacity Planning, or Budgeting/Resource Planning).
• 2+ years in a Management/Managerial capacity leading teams.
• 5 years of working experience in a call center/contact center operations or WFM environment.
• Amenable to work in a hybrid setup.
• Amenable to work in a night shift schedule.

Responsibilities

• Strategic planning: Develops and implements an annual plan for Workforce Management, including workforce budgeting, capacity planning, and long-term forecasting.
• Operational performance: Analyzes data trends to optimize staffing against demand.
• Process improvement: Conducts audits to ensure compliance and identifies opportunity areas in forecasting models and capacity planning.
• People development: Leads a team of WFM managers/professionals with hiring, scheduling, mentoring, and performance reviews.
• Organizational collaboration: Partners with HR, Operations, Finance, CRE, and Canadian leadership.

Skills

Forecasting

Capacity planning

Budgeting/Resource planning

Leadership

Excel or Sheets

Education

College graduate

Tools

WFM platforms/tools

Excel

Job description

Capital One Philippines Service Corp. is seeking a Workforce Manager in Alabang to strategize WFM supporting Canada, drive efficiency in forecasting, budgeting, capacity planning, access support and reporting.

You will lead a team of WFM managers and professionals while collaborating across HR, Operations, Finance, CRE and leadership teams. The role requires 2+ years in WFM and 5 years in call center operations, with a hybrid work arrangement and night shifts.