Workforce Manager

Acquire.AI; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Acquire Intelligence is seeking a results-oriented Workforce Manager in Pasig to lead our WFM team across sites. You will analyze forecasts, manage real-time performance, and ensure staffing aligns with client SLAs.

This role requires strong leadership and collaboration with Account Managers and Operations Directors. You will coach a high-performing team, drive adherence and attendance initiatives, and generate regular reports for senior management.

Qualifications

• Experience leading a Workforce Management team in a BPO/contact center environment.
• Strong analytical and forecasting skills with a track record of meeting service level goals.
• Proven ability to coach and develop a high-performance team.
• Familiarity with Genesys or similar ACD/workforce tools is preferred.

Responsibilities

• Lead and develop the Workforce Management team across one or more sites.
• Analyze past volume and staffing patterns; adjust forecasts to meet client service goals.
• Counsel operations on real-time performance issues and escalation handling.
• Manage schedules, adherence, and attendance; monitor staffing ratios and utilization.
• Prepare and distribute daily/weekly/monthly performance reports to management.
• Collaborate with Account Managers and Operations Directors on initiatives and escalations.
• Drive staff development and performance reviews; establish objectives for direct reports.

Skills

Staff management

Forecasting

Real-time analysis

Coaching

Stakeholder management

Tools

Genesys

Job description

Workforce Manager ### Workforce ManagerApply: Pasig City: Full time: Posted Today: End Date: November 30, 2026 (30+ days left to apply): R13100We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Tasks for the day include, but are not limited to, the following: * Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites* Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met* Conduct analysis and recommend solutions to real time performance issues with the operational business units* Validate forecasting and staff planning and work with Account Managers and clients* Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues* Manage the staff schedules and responsibilities of Workforce Management team.* Responsible for performance appraisals of all direct reports* Establishes performance objectives for direct reports* Coach and develop a high performance team through organizational leadership* Demonstrate sound judgment and fairness when administering policies and procedures* Ensure team accurately tracks and manages contact centre schedule adherence.* Monitor absenteeism levels and work with Operations Team on attendance management initiatives* Prepare daily/weekly/monthly reports and distribute to the Management team* Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met* Build effective working relationships with internal departments* Work with Senior Management team on initiatives to support new business growth and overall operations* Assist with special projects and other duties as assigned* Management of Genesys system Join the A-Team and experience the A-Life!### About UsAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.