WFM Manager

Aceolution; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Aceolution in the Philippines seeks a Workforce Management Manager to lead forecasting, scheduling, and staffing for our contact center operations. You will translate volumes, AHT, occupancy into accurate models and plans.

The role partners with client stakeholders and Operations to drive SLA achievement, monitor performance against targets, and continuously improve WFM processes. Onsite Cebu, 10:00 PM–7:00 AM shift, strong leadership required.

Qualifications

• 3-5 years of experience in forecasting and capacity planning.
• At least 2 years of people-management experience.
• Experience in WFM or the BPO/contact center industry.
• Strong understanding of contact center performance metrics and operational data.

Responsibilities

• Lead the WFM team and ensure workforce management services effectively support operational and client requirements.
• Build strong working relationships with clients, Operations leadership, and other stakeholders.
• Analyze historical staffing trends, contact volumes, AHT, occupancy, shrinkage, and operational patterns.
• Develop short-, medium-, and long-term workforce and capacity plans.
• Generate workforce projections and hiring plans based on forecasted business requirements.
• Provide accurate workload predictions to support budgeting, staffing, and operational planning.
• Identify staffing gaps, capacity risks, and areas of opportunity before they impact service delivery.
• Recommend appropriate staffing levels based on business forecasts and actual operational activity.
• Implement innovative forecasting and workforce planning solutions to improve operational efficiency.
• Monitor workforce performance against established SLAs and operational targets.
• Partner with Operations, Recruitment, Training, and other functions to ensure workforce requirements are appropriately planned.
• Prepare and present workforce reports, insights, risks, and recommendations to management.
• Continuously improve WFM processes, reporting, forecasting methodologies, and resource utilization.
• Strong working knowledge and technical understanding of WFM principles and calculations.
• Strong knowledge of forecasting, capacity planning, scheduling, and staffing methodologies.
• Experience with WFM platforms such as Calabrio, Amazon Connect, Verint, or similar tools.
• Advanced reporting and analytical capabilities.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Effective organizational and time-management skills.
• Strong leadership and people-management capabilities.
• Ability to translate operational data into actionable business recommendations.

Skills

Forecasting

Capacity planning

Staffing management

Leadership

Analytical capabilities

Communication skills

Problem-solving

WFM knowledge

Tools

Calabrio

Amazon Connect

Verint

Job description

The Workforce Management (WFM) Manager will lead the Workforce Management function and ensure effective workforce planning, forecasting, scheduling, capacity planning, and staffing management to support contact center operations and achievement of client Service Level Agreements (SLAs).

The role will work closely with client stakeholders and Operations leadership to analyze contact volumes, Average Handle Time (AHT), occupancy, staffing trends, impact events, and other operational factors. The WFM Manager will translate these insights into accurate workforce projections, capacity plans, and staffing recommendations.

This position requires strong analytical capabilities combined with leadership skills to continuously improve workforce efficiency and support business requirements.

Key Responsibilities

• Lead the WFM team and ensure workforce management services effectively support operational and client requirements.
• Build strong working relationships with clients, Operations leadership, and other stakeholders.
• Analyze historical staffing trends, contact volumes, AHT, occupancy, shrinkage, and operational patterns.
• Develop short-, medium-, and long-term workforce and capacity plans.
• Generate workforce projections and hiring plans based on forecasted business requirements.
• Provide accurate workload predictions to support budgeting, staffing, and operational planning.
• Identify staffing gaps, capacity risks, and areas of opportunity before they impact service delivery.
• Recommend appropriate staffing levels based on business forecasts and actual operational activity.
• Implement innovative forecasting and workforce planning solutions to improve operational efficiency.
• Monitor workforce performance against established SLAs and operational targets.
• Partner with Operations, Recruitment, Training, and other functions to ensure workforce requirements are appropriately planned.
• Prepare and present workforce reports, insights, risks, and recommendations to management.
• Continuously improve WFM processes, reporting, forecasting methodologies, and resource utilization.
• Strong working knowledge and technical understanding of WFM principles and calculations.
• Strong knowledge of forecasting, capacity planning, scheduling, and staffing methodologies.
• Experience with WFM platforms such as Calabrio, Amazon Connect, Verint, or similar tools.
• Advanced reporting and analytical capabilities.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Effective organizational and time-management skills.
• Strong leadership and people-management capabilities.
• Ability to translate operational data into actionable business recommendations.

Qualifications & Experience

• 3-5 years of experience in forecasting and capacity planning.
• At least 2 years of people-management experience.
• Experience working in Workforce Management and/or the BPO/Contact Center industry.
• Strong understanding of applicable contact center performance metrics and operational data.
• Good knowledge of Microsoft Office applications.
• Experience supporting a fast-paced contact center environment is preferred.
• Must be comfortable working onsite in Cebu during the 10:00 PM-7:00 AM shift.