WFM Manager

Lancesoft APAC; Cebu City; On-site; PHP 893,000 - 1,116,000; Full time

Job summary

Lancesoft APAC in Cebu seeks a seasoned WFM Manager to lead end-to-end resource planning for contact center operations. The role focuses on forecasting demand, optimizing staffing, and designing efficient schedules across multiple lines of business.

You will drive intraday decisions, monitor service levels, and lead a team to deliver consistent performance. Strong analytical skills and experience with WFM tools are essential for success in this role.

Qualifications

• Bachelor's degree or equivalent commensurate work experience.
• 12–14+ years of experience in Workforce Management with leadership experience.
• Hands‑on experience with WFM tools such as NICE, Verint, Aspect or Genesys.
• Strong analytical ability to translate operational data into insights.

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.
• Oversee scheduling design and intraday actions to meet service levels and reduce costs.
• Manage scheduling exceptions and coverage gaps to ensure continuous operations.
• Lead RCAs for SLA misses and implement corrective actions for continuous improvement.

Skills

Leadership

Forecasting

Staffing optimization

Data analysis

Process improvement

Education

Bachelor's degree

Tools

NICE

Verint

Aspect

Genesys

Avaya

Power BI

Excel

Job description

WFM Manager. Work Location: Cebu Budget 80k-100k

Responsibilities

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.