Workforce Management (WFM) Manager-3–5 years Exp as (WFM) Manager BPO

Global Group Innovative Services, Inc.; Quezon City; In loco; PHP 669.600 - 837.000; Tempo pieno

Descrizione del lavoro

A leading service provider is seeking a Workforce Management (WFM) Manager to lead the WFM team in Quezon City. The role includes managing team performance, coaching, and executing staffing strategies to meet operational goals. Candidates should have a Bachelor's degree and 3–5 years of relevant experience, with proven skills in workforce management tools. Strong analytical and communication skills are essential.

Competenze

• 3–5 years of experience in managing Workforce Operations.
• Proven expertise in capacity planning and scheduling.
• Strong verbal and written communication skills.

Mansioni

• Lead and manage the WFM team to meet performance goals.
• Provide coaching and feedback to enhance performance.
• Set clear performance expectations and team objectives.

Conoscenze

Leadership

Coaching

Capacity Planning

Forecasting

Scheduling

Analytical Skills

Project Management

MS Office proficiency

Formazione

Bachelor's degree in Mathematics, Statistics, or related field

Strumenti

Workforce Management tools

Descrizione del lavoro

We're Hiring: Workforce Management (WFM) Manager

Location: Taguig

Responsibilities

• Lead and manage the WFM team to meet performance and business goals.
• Provide effective coaching and feedback to Assistant Managers and/or Senior WFM Executives to enhance individual and team performance.
• Serve as a subject matter expert on Capacity Planning, Forecasting, Scheduling, and Real-Time Queue Management.
• Set clear performance expectations and team objectives; monitor KPIs to evaluate effectiveness.
• Recommend strategies to balance staffing needs with operational efficiency and financial targets.
• Ensure that Staffing Plans for all processes are accurate and consistently updated.
• Oversee the quality and timeliness of work produced by the WFM team.
• Collaborate with WFM business partners to meet critical assignments and deliverables.
• Guide teams in applying WFM tools and standards to support operational needs.
• Set professional development goals for team members and support them in achieving these milestones.
• Ensure team compliance with mandatory WFM training and knowledge standards.
• Enforce adherence to WFM processes and best practices across the team.

Requirements

• Bachelor's degree, preferably in Mathematics, Statistics, or a related field.
• 3–5 years of experience in managing Workforce Operations with client and/or senior management exposure.
• Proven expertise in capacity planning, forecasting, scheduling, real-time management, and reporting.
• Proficient in workforce management tools and systems.
• Excellent organizational, project management, and presentation skills.
• Strong analytical skills; capable of working with large datasets to identify trends and actionable insights.
• Ability to handle multiple complex tasks and projects simultaneously.
• Detail-oriented with a continuous improvement mindset.
• Proficient in MS Office applications (Excel, Outlook, PowerPoint); ability to learn new technologies quickly.
• Excellent verbal and written communication skills.