Workforce Management Manager

Level Up Talent Solutions; Cebu City; Vor Ort; PHP 1.800.000 - 3.200.000; Vollzeit

Zusammenfassung

Level Up Talent Solutions is seeking an experienced Workforce Management Manager to guide workforce planning and operations for a high-volume contact center environment in Cebu. This role will shape strategy, forecasting, scheduling, and real-time management while developing the WFM team and partnering with operations.

The ideal candidate has extensive WFM experience, strong leadership, and hands-on knowledge of contact center tech to optimize staffing and performance.

Qualifikationen

• 12-14 years of Workforce Management experience.
• 8-10 years of leadership or management experience.

Aufgaben

• Lead overall Workforce Management operations and strategy.
• Oversee forecasting, capacity planning, scheduling, and real-time workforce management.
• Analyze staffing requirements, volume trends, service levels, and operational performance.
• Develop and implement workforce strategies aligned with business objectives.
• Lead, mentor, develop, and retain WFM professionals and leaders.
• Partner with Operations and other stakeholders to address staffing and performance needs.
• Identify opportunities for process improvement and workforce optimization.
• Ensure effective utilization of workforce and contact center technologies.
• Provide leadership reporting, insights, and workforce recommendations.

Kenntnisse

Workforce management

Leadership

Forecasting

Scheduling

Capacity planning

Real-time management

Analytics

Problem-solving

Stakeholder management

Ausbildung

Bachelor's degree

Open to college level

Tools

Avaya

Cisco

Amazon Connect

Five9

Jobbeschreibung

At Level Up Talent Solutions, we believe great work starts with feeling supported, trusted, and valued.

We are a people-focused talent company that connects skilled professionals with meaningful long-term opportunities. Our goal is to create an environment where you can do your best work, continue growing, and feel confident in the role you play within a team.

When you join Level Up Talent Solutions, you are not just filling a position. You are becoming part of a community that values clear communication, consistency, and mutual respect. We work closely with you to understand your strengths, your experience, and the type of work environment where you can thrive.

We support our talents through structured onboarding, ongoing guidance, and realistic expectations. You will always know what success looks like and who to turn to when you need support. We believe that when talents feel aligned and empowered, everyone succeeds.

At Level Up Talent Solutions, growth is not only about skills. It is about confidence, stability, and building a career you can be proud of.

We are here to help you level up.

Job Description

Job Description: We are hiring an experienced Workforce Management Manager to lead workforce planning and operations for a high-volume contact center environment. The role will oversee workforce strategy, forecasting, scheduling, real-time management, technology utilization, and WFM team development.

Responsibilities

• Lead overall Workforce Management operations and strategy.
• Oversee forecasting, capacity planning, scheduling, and real-time workforce management.
• Analyze staffing requirements, volume trends, service levels, and operational performance.
• Develop and implement workforce strategies aligned with business objectives.
• Lead, mentor, develop, and retain WFM professionals and leaders.
• Partner with Operations and other stakeholders to address staffing and performance needs.
• Identify opportunities for process improvement and workforce optimization.
• Ensure effective utilization of workforce and contact center technologies.
• Provide leadership reporting, insights, and workforce recommendations.

Requirements

• Must have 12-14 years of Workforce Management experience.
• Must have 8-10 years of leadership or management experience, with demonstrated capability to lead, mentor, develop, and retain talent.
• Hands-on experience with telephony/contact center technologies such as Avaya, Cisco, Amazon Connect, Five9 , or other leading platforms.
• Preferably a Bachelor's Degree graduate.
• Open to College Level candidates.
• Strong knowledge of forecasting, scheduling, capacity planning, real-time management, and workforce analytics.
• Strong leadership, stakeholder-management, analytical, and problem-solving skills.
• Willing to work onsite in Cebu / JDN Mandaue City .