Strategic Workforce Planning Manager

ibex; Metro Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

ibex is seeking a Workforce Manager to lead a WFM team responsible for workforce planning and intraday management across call queues. You will determine schedules and resources, working with site and department leaders to ensure adequate staffing and coverage by interval.

Responsibilities include managing real-time adherence, forecasting, and scheduling, while developing contingency plans for peak demand and optimizing resource utilization. Strong leadership and analytical skills are essential.

Qualifications

• Bachelor’s Degree in any field.
• At least 5 years of related experience in call center workforce management, preferably with a global command center setup; 3 years in a managerial capacity.

Responsibilities

• Oversee day-to-day operation of the Workforce Management Real Time Adherence team.
• Maintain service levels while minimizing overtime costs.
• Create policies and procedures to standardize WFM functions.
• Lead forecasting, scheduling, and load balancing for call activities to optimize service and quality.

Skills

Excellent communication

Analytical skills

Interpersonal skills

Organizational skills

Reporting skills

Education

Bachelor’s Degree (any field)

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Advanced Excel

Job description

ibex is seeking a Workforce Manager to lead a WFM team responsible for workforce planning and intraday management across call queues. You will determine schedules and resources, working with site and department leaders to ensure adequate staffing and coverage by interval.

Responsibilities include managing real-time adherence, forecasting, and scheduling, while developing contingency plans for peak demand and optimizing resource utilization. Strong leadership and analytical skills are essential.