Workforce Manager

Mri Software; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Mri Software is seeking a senior leader to oversee Workforce Management and Support Enablement across global teams. The role focuses on forecasting, capacity planning, and delivering scalable, high-quality client support.

You will lead a diverse team, drive initiatives, and ensure operational maturity across regions. The ideal candidate brings strong analytics, cross-functional collaboration, and a track record of improving efficiency while maintaining client focus.

Qualifications

• 3-5 years of experience in Workforce Management or related leadership function.
• 2-3 years of people leadership experience managing individual contributors.
• Experience leading forecasting, scheduling, capacity planning, and service level management.
• Experience managing enablement, training, knowledge management, or operational improvement initiatives.
• Ability to lead departmental and cross-functional projects.
• Experience supporting global support organizations across regions/time zones.
• Strong analytical skills to translate data into actionable recommendations.
• Experience with workforce management platforms and reporting tools.

Responsibilities

• Directly manage a team of Workforce Management and Support Enablement & Delivery professionals.
• Conduct regular 1:1s, coaching sessions, and career development discussions.
• Complete performance evaluations and establish individual development plans.
• Approve PTO and manage scheduling and workforce coverage within the team.
• Lead team meetings and communicate priorities and initiatives.
• Foster a culture of accountability, collaboration, continuous improvement, and client focus.
• Coach employees on performance, skills development, and growth.
• Oversee forecasting, staffing models, scheduling, and capacity planning with leadership.
• Review workforce trends and metrics to ensure optimal support coverage.
• Monitor adherence to service levels, response times, productivity, and KPIs.
• Provide staffing recommendations and optimization opportunities.
• Drive consistency in practices across regional teams.
• Support global enablement initiatives and quality management.
• Drive adoption of tools, documentation standards, and process improvements.
• Identify opportunities to improve team effectiveness and scalability.

Skills

People leadership

Forecasting & scheduling

Data-driven decisions

Cross-functional collaboration

Analytical skills

Process improvement

Stakeholder management

Workforce management tools

Reporting tools

Tools

Workforce management platforms

Reporting tools

CRM/Support tooling

Job description

Administrative

• Direct Reports: 3-8 Workforce Management Analysts and Support Enablement and Delivery Analysts
• Reports To: Client Support Enablement & Delivery Senior Director
• Employment Type: Full-time, Salaried

Requirements

• 3-5 years of experience in Workforce Management, Support Enablement, Client Support Delivery, Quality Management, or a related support leadership function
• 2-3 years of successful people leadership experience managing individual contributors
• Experience leading workforce planning activities including forecasting, scheduling, capacity planning, and service level management
• Experience managing support enablement, quality, training, knowledge management, or operational improvement initiatives
• Ability to lead departmental and cross-functional projects from planning through execution
• Experience supporting large-scale global support organizations across multiple regions and time zones
• Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations
• Experience working with workforce management platforms, reporting tools, and support technologies

Key Responsibilities

People Leadership & Team Management

• Directly manage a team of Workforce Management and Support Enablement & Delivery professionals
• Conduct regular 1:1 meetings, coaching sessions, and career development discussions
• Complete performance evaluations and establish individual development plans
• Approve PTO and manage employee scheduling and workforce coverage within the team
• Lead team meetings and communicate organizational priorities, goals, and initiatives
• Foster a culture of accountability, collaboration, continuous improvement, and client focus
• Coach employees on performance, skills development, and professional growth

Workforce Management Leadership

• Partner with support leadership to oversee forecasting, staffing models, scheduling, and capacity planning activities
• Review workforce trends and performance metrics to ensure optimal support coverage and resource utilization
• Monitor and improve adherence to service levels, response time targets, productivity goals, and workforce KPIs
• Provide recommendations regarding staffing requirements, coverage models, and workforce optimization opportunities
• Drive consistency in workforce management practices across regional support teams

Support Enablement & Delivery

• Support the execution of global support enablement initiatives that improve the client support experience
• Partner with leadership to ensure alignment of support processes, standards, and best practices across regions
• Oversee initiatives related to quality management, knowledge management, operational readiness, and support effectiveness
• Drive adoption of tools, reporting capabilities, documentation standards, and process improvements
• Identify opportunities to improve team effectiveness, consistency, scalability, and operational maturity

Operational Excellence & Project Leadership

• Lead departmental projects as both a project manager and contributor
• Take ownership of strategic initiatives, ensuring completion through collaboration with cross-functional teams
• Support escalation resolution and operational issues impacting support delivery