WFM Manager

Moder; Cebu City; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Moder is seeking a senior Workforce Management leader to drive end-to-end resource planning and staffing across our contact center operations in Cebu City. You will optimize capacity, design schedules, and ensure service levels while managing intraday actions and governance.

You bring 12–14+ years in WFM with 8–10 years in leadership, hands‑on with NICE/Verint/Genesys, and strong analytics using Excel, Power BI, Python/R. This role emphasizes data‑driven decisions and continuous improvement.

Qualifications

• Bachelor's degree or equivalent commensurate work experience.
• 12–14+ years in Workforce Management, with 8–10 years in a leadership role.
• Hands‑on with WFM tools: NICE, Verint, Aspect, Genesys.
• Hands‑on with telephony systems: Avaya, Cisco, Amazon Connect, Five9.
• Strong understanding of contact center ops and end‑to‑end environments.
• Analytical skills to translate data into actionable insights.
• Forecasting, scheduling, and workforce modeling expertise.
• Experience with R, R Studio, Python preferred.
• Design and support of reporting/analytics solutions.
• Exposure to automation tools (Power Automate, scripting).
• Advanced Excel; proficiency with Power BI, Tableau, Power Apps.

Responsibilities

• Lead end-to-end resource planning and staffing augmentation across contact center operations.
• Drive capacity planning by assessing staffing gaps and optimizing resource allocation.
• Collaborate with Operations and Business stakeholders on staffing plans.
• Oversee design, development, and execution of workforce schedules across lines of business.
• Optimize shift design and staffing to meet service levels and efficiency.
• Manage scheduling exceptions, including shift swaps and coverage gaps.
• Monitor real-time performance, service levels, and staffing adherence.
• Drive intraday actions: reallocation of resources, reforecasting, escalation management.
• Ensure timely response to volume spikes and outages for continuity.
• Lead RCA for service level misses and workforce inefficiencies; drive improvements.
• Cost-benefit analysis for staffing decisions; ensure policy adherence and audit docs.
• Standardize best practices; strengthen governance in workforce management.
• Lead and develop the Workforce Management team; nurture accountability and performance.
• Foster data-driven decision making through coaching and mentoring.

Skills

Leadership

Data analysis

Forecasting

Excel advanced

Power BI

Tableau

Power Apps

Python

R

WFM tools

Automation tools

Education

Bachelor's degree or equivalent

Tools

NICE

Verint

Aspect

Genesys

Avaya

Cisco

Amazon Connect

Five9

Job description

Lead end-to-end resource planning and staffing augmentation across contact center operations to ensure alignment with business demand and service requirements.

Drive capacity planning by assessing staffing gaps, optimizing resource allocation, and ensuring effective utilization of available workforce.

Collaborate with Operations and Business stakeholders to translate workforce requirements into actionable staffing plans that support service levels and cost efficiency.

Oversee the design, development, and execution of workforce schedules across multiple lines of business, ensuring alignment with operational requirements.

Optimize shift design and staffing allocation to meet service level targets while improving overall resource efficiency.

Manage scheduling exceptions, including shift swaps and coverage gaps, to ensure uninterrupted operational continuity.

Monitor real-time performance, service levels, and staffing adherence to ensure operational stability.

Drive intraday actions such as reallocation of resources, reforecasting, and escalation management to address demand fluctuations.

Ensure timely response to volume spikes, outages, and operational disruptions to maintain service continuity.

Enable proactive decision-making to sustain consistent service delivery performance.

Lead RCA for service level misses, staffing gaps, operational inefficiencies, identifying key trends, patterns, and root drivers impacting workforce performance.

Develop and implement corrective and preventive actions, driving continuous improvement across workforce processes, tools, and governance frameworks.

Conduct cost-benefit analysis for workforce decisions, including staffing models, overtime, and capacity adjustments, ensuring optimal resource utilization.

Ensure adherence to workforce policies, planning standards, and operational guidelines while maintaining audit-ready documentation across all WFM processes.

Drive standardization and implementation of best practices to strengthen governance and consistency in workforce management operations.

Lead and develop the Workforce Management team by building capabilities, ensuring performance excellence, and strengthening overall team effectiveness.

Foster a culture of accountability, ownership, and data-driven decision-making through continuous coaching, mentoring, and performance management.

Qualifications

Bachelor's degree or equivalent commensurate work experience required.

12–14+ years of experience in Workforce Management, including 8–10 years in a leadership/management role with demonstrated capability to lead, mentor, develop, and retain talent.

Hands‑on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry‑standard WFM platforms.

Hands‑on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, and other leading contact center technologies in the market.

Strong understanding of contact center operations, systems, and end-to-end call center environments.

Proven analytical experience with the ability to interpret complex operational data and translate it into actionable insights.

Strong understanding of workforce scheduling, forecasting, and workforce model development.

Preferable experience in forecasting tools and statistical modelling using R, R Studio, and Python.

Experience in designing, implementing, and supporting contact center and back‑office reporting and analytics solutions.

Exposure to automation tools and techniques (e.g., workflow automation, macros, scripting, or process automation using platforms such as Power Automate or similar).

Advanced proficiency in Excel along with working knowledge of Power BI, Tableau, Power Apps, and coding/scripting for reporting, analytics, and automation.

Demonstrated ability to think strategically, develop plans aligned with business and corporate objectives, and execute effectively.

• Results‑oriented mindset with the ability to influence, motivate, and drive teams toward achieving business goals.