WFM - Manager

ClearSourceBPO; Pasig; On-site; PHP 1,100,000 - 1,900,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Group life insurance

Paid time off (PTO)

Career growth opportunities

Leadership development

Job summary

ClearSourceBPO in Pasig, Philippines is seeking a WFM Manager to translate business demand into staffing plans, owning capacity modeling and intraday management. You will collaborate with Operations, Finance, Talent Acquisition, Training, Scheduling, and Real-Time Management to align workforce with business needs.

The role requires leadership, strong analytics, and hands-on experience in forecasting and capacity planning, with a focus on cost efficiency and service levels.

Qualifications

• High school diploma is the minimum education requirement.
• At least 1 year in a people leadership role with stakeholder management.
• At least 3 years of capacity and intraday planning experience.
• At least 3 years of hands-on real-time management experience.
• Strong analytical skills, advanced modeling, and solid knowledge of workforce management principles.

Responsibilities

• Lead end-to-end workforce management across multiple accounts.
• Own forecasting, capacity planning, scheduling, and intraday management.
• Develop short- and long-term staffing strategies and communicate to leaders.
• Identify risks, root causes, and data-driven solutions.
• Establish governance with accurate reporting and scenario modeling.
• Collaborate with Operations to improve forecast accuracy and efficiency.
• Drive continuous WFM process improvements and automation opportunities.
• Coach and develop WFM team members and provide growth opportunities.
• Build trusted stakeholder relationships as a WFM advisor.

Skills

People leadership

Forecasting

Capacity planning

Intraday management

Data analysis

Stakeholder management

Automation opportunities

Education

High school diploma

Job description

About the role

We're looking for a WFM Manager to convert business demand, operational trends, and service objectives into staffing plans that keep the right resources in place at the right time and cost. In this role, you will own capacity modeling and scenario analysis, identify staffing risks and opportunities, and collaborate with Operations, Finance, Talent Acquisition, Training, Scheduling, and Real-Time Management to align workforce plans with business needs.

Key responsibilities

• Lead end-to-end workforce management across multiple accounts, partnering with Operations, Finance, Talent Acquisition, Training, Clients, and other key stakeholders to translate business requirements into practical staffing strategies.
• Own leadership and development of forecasting, capacity planning, scheduling, and intraday management to achieve service, productivity, and cost objectives.
• Develop and clearly articulate short- and long-term staffing strategies, assumptions, risks, and recommended actions to senior leaders and stakeholders.
• Assess new or changing requirements, identify root causes and operational risks, and deliver data-driven solutions to complex workforce challenges.
• Establish strong governance across supported accounts through accurate reporting, performance reviews, scenario modeling, and timely escalation of staffing or service risks.
• Partner closely with Operations to improve forecast accuracy, schedule efficiency, shrinkage, occupancy, adherence, and overall WFM execution.
• Drive continuous improvement by standardizing WFM processes, strengthening controls, and identifying opportunities for automation and operational efficiency.
• Lead, coach, and develop WFM team members, providing clear expectations, regular feedback, career guidance, and growth opportunities.
• Build trusted stakeholder relationships and serve as a credible WFM advisor, influencing decisions and balancing client, employee, service, and financial priorities.

About you

• High school graduate (minimum).
• At least 1 year of experience in a people leadership role, with strong internal and external stakeholder management skills.
• At least 3 years of experience developing and maintaining capacity and intraday plans.
• At least 3 years of hands-on experience in real-time management.
• Strong analytical skills, advanced modeling capability, and a solid understanding of workforce management principles.

Benefits

• Competitive salary.
• Medical and dental insurance with free dependent coverage.
• Group life insurance.
• Paid time off (PTO).
• Outstanding career growth opportunities.
• Skills and leadership development.

About us

ClearSource is an employee of choice company with a fun, innovative, and energetic team culture that values creativity. Our office is located on the 10th floor of Tower 1, Rockwell Business Center, Pasig City.