Urgent Hiring | WFM Manager Onsite Pasig

Foundever®; Metro Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Foundever® is seeking an experienced Workforce Management Leader in the Philippines to direct the WFM team and coordinate with operations and outsource partners. Responsibilities include coaching, forecasting, and scheduling to ensure timely, accurate staffing plans and performance reviews.

The role requires managing escalations and maintaining productivity metrics across multiple sites, including remote partners, to meet client needs and expectations.

Responsibilities

• Manage workforce management team to develop competence for succession planning and meeting customer needs.
• Oversee monthly, quarterly and annual performance discussions and appraisals for direct reports.
• Ensure adherence to workforce processes and procedures.
• Handle second-level escalations; coordinate with operations and workforce teams.
• Direct and guide Forecasting teams for timely delivery of forecast files to operations.
• Develop long-range forecasts including hiring requirements.
• Track planned versus actual forecast details for leadership review.
• Coordinate with remote Sitel sites and outsource partners in a centralized WFM environment.
• Attend real-time escalations from operations and clients.
• Schedule weekly coaching sessions with direct reports and 1x1 with operations for supported accounts.
• Provide direction to forecast and scheduling teams to ensure timely delivery of forecast, staffing plans and weekly schedules.
• Ensure scheduling processes are followed at the account/site.
• Have authority to hire and terminate staff within scheduling and real-time analyst teams.
• Monitor and evaluate daily unit productivity.

Job description

Job Description:

• Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations.


• Responsible for managing direct reports monthly, quarterly and annual performance discussion and appraisal.


• Ensures that workforce processes are adhered to.


• Handles second level of escalation; setup invite to engage operations and workforce discussions.


• Internal and external client facing.


• Provide direction and guidance to the Forecasting team to ensure accurate and timely delivery of Forecast files to the Operations teams.


• Long-range forecasts (hiring requirements).


• Maintain planned Vs actual forecast details for review with Leadership.


• Responsible for managing direct reports monthly, quarterly and annual performance discussion and appraisal


• Manage daily workload issues, basis to resolve problems/issues, assess forecasts, and maximize efficiencies.


• Work with remote Sitel sites, including outsource partners, in a centralized WFM environment


• Attend and deal with real time escalations from operations and clients


• Schedule weekly coaching sessions with direct reports


• Schedule weekly 1x1 with operations for supported accounts


• Provides direction and guidance to the forecast and scheduling team to ensure accurate and timely delivery of forecast, staffing plan files and weekly schedules to operations


• Ensures scheduling processes and procedures are in place and followed by the account/site.


• Has authority to hire and terminate staff members of scheduling and real time analyst team.


• Monitor, evaluate and assess unit productivity on a daily basis.