WFM Manager

Company Confidential; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Company Confidential in Alabang, Metro Manila, is seeking a Workforce Management Manager to lead the WFM team onsite and on shifting schedules. You will drive staffing coverage, monitor performance, and ensure timely reporting for the operations unit.

The role requires 3–5 years in WFM management within a BPO setting, with a strong track record in capacity planning and real-time monitoring. Onsite work is required with rotating shifts.

Qualifications

• Graduate of any bachelor's degree.
• 3-5 solid years of WFM Manager experience or 5-7 years as Asst. Manager WFM in BPO.
• Full-time onsite work in Alabang with shifting schedule.

Responsibilities

• Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
• Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
• Prepares daily/weekly/monthly reports and distributes to the Management Team.
• Delivers regular and ad-hoc reports on time as requested by clients.
• Coordinates staffing commitment and delivery to client.
• Participate in analysis, evaluation, and implementation of systems for planning, scheduling, forecasting and real-time monitoring.
• Manage staff schedules and responsibilities of the workforce management team.
• Conduct PMS reviews for direct report(s) per company standards.

Skills

People Management

BPO experience

Capacity Planning

Real time Monitoring

MS Advanced Excel

Education

Bachelor's degree

Job description

Job Description

• Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
• Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
• Prepares daily/weekly/monthly reports and distributes to the Management Team.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Coordinates staffing commitment and delivery to client.
• Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Conducts performance management system (PMS) review for direct report(s) in accordance with company standards.

Skills & Knowledge

• People Management
• Experience in a BPO setup is preferred
• Experience in Capacity Planning, Scheduling and Real time Monitoring
• Proficient in MS Advance Excel

Qualifications

• Graduate of any bachelor's degree
• 3-5 solid years of experience as WFM Manager | Can accept Asst. Manager WFM with 5-7 years' experience in a BPO set up
• Can work full-time onsite in Alabang and on shifting schedule