Workforce Manager

Alorica; Philippines; On-site; PHP 1,080,000 - 1,320,000; Full time

Job summary

Alorica is seeking an experienced Workforce Management Leader in the Philippines to steer forecasting, scheduling, and real-time analysis across contact center operations.

You will develop staffing plans from historical data, monitor intraday performance, and drive improvements with WFM tools such as NICE IEX, Verint, or similar, while coaching a growing team of schedulers and planners.

Qualifications

• Lead WFM forecasting, scheduling, and real-time analysis.
• Develop short- and long-term staffing plans based on data.
• Monitor intraday performance and adjust to meet KPIs.
• Analyze workforce data to identify trends and risks.
• Collaborate with Operations, HR, and Finance on hiring and budgeting.
• Ensure adherence to schedules and productivity standards.
• Manage WFM tools such as NICE IEX, Verint, or similar.
• Prepare reports on staffing performance and forecast accuracy.
• Lead, coach, and develop WFM team members.
• Drive continuous improvement in workforce processes.

Responsibilities

• Lead WFM forecasting, scheduling, and real-time analysis.
• Develop short- and long-term staffing plans based on data.
• Monitor intraday performance and adjust to meet KPIs.
• Analyze workforce data to identify trends and risks.
• Collaborate with Operations, HR, and Finance on hiring and budgeting.
• Ensure adherence to schedules and productivity standards.
• Manage WFM tools such as NICE IEX, Verint, or similar.
• Prepare reports on staffing performance and forecast accuracy.
• Lead, coach, and develop WFM team members.
• Drive continuous improvement in workforce processes.

Skills

Forecasting

Scheduling

Capacity planning

Leadership

Data analysis

Stakeholder management

Education

Bachelor’s degree in Business Administration, Statistics, or related field

Tools

NICE IEX

Verint

Aspect

Job description

Key Responsibilities

• Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
• Develop short- and long-term staffing plans based on historical data, trends, and business requirements
• Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
• Analyze workforce data to identify trends, risks, and opportunities for improvement
• Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
• Ensure adherence to schedules, attendance policies, and productivity standards
• Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
• Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
• Lead, coach, and develop WFM team members (RTA, schedulers, planners)
• Drive continuous improvement initiatives in workforce processes and tools

Qualifications

• Bachelor’s degree in Business Administration, Statistics, or related field
• 5–8+ years of experience in Workforce Management in a BPO or contact center environment
• At least 2–3 years in a leadership role
• Strong knowledge of forecasting, scheduling, and capacity planning methodologies
• Experience using WFM tools such as NICE IEX, Verint, or similar platforms
• Advanced skills in Excel and data analysis
• Strong leadership, communication, and stakeholder management skills