Workforce Manager

Carenet Health; Makati; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Carenet Health in Makati, Philippines, is seeking an experienced WorkForce Management Leader to drive forecasting, capacity planning, scheduling and performance optimization for a fast-paced operation.

You'll lead a WFM team, collaborating with Operations and WFM leadership to align workforce strategies with client commitments and financial goals while delivering exceptional service levels.

Qualifications

• 7+ years in WFM, forecasting, planning, or analytics.
• 5+ years leading WFM teams.
• Bachelor’s degree or equivalent; master’s preferred.

Responsibilities

• Improve forecasting, scheduling, and capacity-planning methodologies.
• Lead workforce performance reviews with WFM and Operations leadership.
• Analyze staffing, roster accuracy, utilization, and capacity trends.
• Optimize call-routing strategies to improve service levels and productivity.
• Manage VTO and OT targets balancing service requirements and financial goals.
• Conduct scenario modeling to support workforce decisions.
• Translate workforce data into actionable leadership insights.
• Lead and develop Planners, Schedulers, and Real-Time Analysts.
• Partner with Operations to identify continuous improvement opportunities.

Skills

Forecasting

Leadership

Capacity planning

Scheduling

Performance reporting

Data visualization

Verint

Genesys

IEX

NICE

Excel

Stakeholder management

Analytical

Education

Bachelor’s degree in a relevant field

Master’s degree preferred

Tools

Verint

Genesys

IEX

NICE

Microsoft Excel

Job description

Job Description

Overview

WFM MANAGER OPENING AT CARENET HEALTH

ELIGIBILITY: FILIPINO CITIZEN

SET UP: ONSITE- CIRCUIT MAKATI

SHIFT: NIGHTSHIFT (CST)

We’re looking for an experienced Workforce Management Leader to drive forecasting, capacity planning, scheduling, and performance optimization across a fast-paced, high-volume operation. In this role, you’ll partner closely with Operations and WFM leadership to ensure workforce strategies support client commitments, financial goals, and an exceptional level of service.

You’ll have the opportunity to lead a high-performing WFM team while improving the processes, analytics, and methodologies that shape how we plan and deploy our workforce.

What You’ll Do

• Improve forecasting, scheduling, and capacity-planning methodologies.
• Lead workforce performance reviews with WFM and Operations leadership.
• Analyze staffing, roster accuracy, utilization, and capacity trends.
• Optimize call-routing strategies to strengthen service levels and productivity.
• Manage VTO and OT targets to balance service requirements and financial goals.
• Conduct scenario modeling and simulations to support workforce decisions.
• Translate workforce data into actionable insights for leadership.
• Lead and develop Planners, Schedulers, and Real-Time Analysts.
• Partner with Operations to identify and implement continuous improvement opportunities.

What You’ll Bring

• 7+ years of WFM, forecasting, planning, or analytics experience.
• 5+ years of leadership experience managing WFM teams.
• Strong background in forecasting, capacity planning, scheduling, and performance reporting.
• Experience with Verint, Genesys, IEX, or NICE.
• Advanced Microsoft Excel and data visualization skills.
• Strong analytical, communication, presentation, and stakeholder-management capabilities.
• Experience influencing senior leaders and translating complex data into business recommendations.
• Bachelor’s degree in a relevant field or equivalent professional experience; master’s degree preferred.