WORKFORCE AND REPORTING MANAGER_Eastwood Site (Telco)

Mahindra Satyam; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO from Day 1

Phone allowance

Data allowance

Leave credits

Career growth opportunities

Training programs

Job summary

Tech Mahindra Philippines is seeking a Workforce and Reporting Manager to lead MIS delivery for the account, overseeing all aspects of Workforce and Reporting Management including planning, scheduling, forecasting, real-time management, and reporting.

The role requires strong Excel skills, WFM tool experience, and proven ability to analyze data, build dashboards, and drive SLA performance. On-site in Eastwood, QC with shifting schedule and opportunities for growth.

Qualifications

• 5+ years in Workforce Management and Reporting within call centers
• 8+ years overall in the call center industry
• Strong knowledge of WFM planning, scheduling, forecasting, real-time management and reporting

Responsibilities

• Own MIS delivery across Workforce and Reporting management: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
• Perform accurate and timely reporting to meet client requirements within TAT
• Analyze high-level data and generate dashboards, reports, and ad-hoc reports
• Ensure SLA metrics such as Service Level and Abandonment Rate are consistently met
• Identify revenue enhancement opportunities and mitigate risks
• Lead and manage the WFM team, collaborating with internal and external clients

Skills

WFM & Reporting

Advanced Excel

Analytical thinking

Effective communication

Decision making

Adaptability

Tools

Aspect

IEX

BP tools

Avaya CMS

SQL

MS Access

VBA

Job description

We're Hiring: Workforce and Reporting Manager

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO - we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see - promotions and career paths await
• Learning that sticks - trainings to sharpen your skills
• A workplace that cares - inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits

Your Day-to-Day

• Own the MIS delivery for the account across all aspects of Workforce and Reporting Management: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
• Perform accurate and timely reporting to meet client requirements within TAT
• Analyze high-level data and generate dashboards, reports, and ad-hoc reports
• Ensure SLA metrics such as Service Level and Abandonment Rate are consistently met
• Identify and act on revenue enhancement opportunities within the business
• Proactively provide solutions to mitigate risks that could impact performance or revenue
• Maintain data confidentiality and ensure monthly volumes are managed effectively
• Lead and manage the WFM team, fostering multi-tasking and adaptability
• Collaborate with internal and external clients to meet business needs

What We're Looking For

• Minimum of 5 years of Workforce and Reporting Management experience and 8 years overall in the Call Center Industry
• Strong knowledge of WFM functions: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
• Proficient in Excel; capable of upskilling the team in Excel as needed
• Preferably knowledgeable in VBA, SQL, MS Access
• Familiarity with WFM tools such as Aspect, IEX, and BP standard tools
• Sound understanding of Avaya CMS
• Strong analytical skills and logical thinking
• Effective communicator with the ability to manage conversations across all levels
• Ability to make quick decisions that positively impact business outcomes
• Open to change and capable of handling multiple tasks

Work Setup

Location: Eastwood, Quezon City (On-site)

Shift: Shifting schedule (On-site)

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.