WFM Manager - Night Shift Leader (Cebu Onsite)

NezdaGlobal; Philippines; Sur place; PHP 1 200 000 - 2 000 000; Plein temps

Résumé du poste

NezdaGlobal in Cebu is seeking a skilled Workforce Manager to lead end-to-end workforce planning, forecasting, scheduling, and real-time performance management in a busy contact center. You will partner with operations, manage a WFM team onsite on night shifts, and use data-driven insights to optimize staffing, service levels, and cost efficiency.

This role requires deep experience with WFM platforms and analytics, strong leadership, and a proven ability to drive improvements in a fast-paced

Qualifications

• 12–14+ years in Workforce Management.
• 8–10 years in a leadership or management role.
• Hands-on experience with contact center WFM platforms (NICE, Verint, Aspect, Genesys).
• Hands-on experience with telephony systems (Avaya, Cisco, Amazon Connect, Five9).
• Strong knowledge of contact center operations, forecasting, capacity planning, scheduling, and workforce modeling.
• Advanced Excel proficiency and analytics reporting experience.
• Demonstrated ability to lead, coach, and retain talent.
• Willingness to work full onsite in Cebu on a night shift.
• Experience with statistical forecasting using R, Python, or similar.
• Power BI/Tableau or similar analytics tools.

Responsabilités

• Lead end-to-end resource planning, capacity planning, and staffing augmentation.
• Oversee forecasting, workforce scheduling, shift design, and resource allocation across multiple lines of business.
• Monitor real-time service levels, staffing adherence, and operational performance.
• Drive intraday actions, including resource reallocation, reforecasting, and escalation management.
• Lead root cause analysis of service level misses, staffing gaps, and workforce inefficiencies.
• Develop corrective actions and continuous improvement initiatives for WFM processes and governance.
• Evaluate staffing models, overtime, and capacity adjustments to improve cost efficiency.
• Maintain workforce planning standards, policies, and audit-ready documentation.
• Lead, coach, and develop the WFM team while strengthening accountability and performance.

Connaissances

WFM leadership

Forecasting

Scheduling

Advanced Excel

Power BI

Data analytics

Team coaching

Night shift

WFM platforms

Statistical forecasting

Outils

NICE

Verint

Aspect

Genesys

Description du poste

NezdaGlobal in Cebu is seeking a skilled Workforce Manager to lead end-to-end workforce planning, forecasting, scheduling, and real-time performance management in a busy contact center. You will partner with operations, manage a WFM team onsite on night shifts, and use data-driven insights to optimize staffing, service levels, and cost efficiency.

This role requires deep experience with WFM platforms and analytics, strong leadership, and a proven ability to drive improvements in a fast-paced