Workforce Manager

ContactPoint 360, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ContactPoint 360, Inc. is seeking a Global Workforce Manager to lead a WFM team, shape intraday planning across regions, and keep service levels strong around the clock. You’ll design schedules, monitor performance, and translate data into actionable decisions while collaborating with operations worldwide.

You will develop people, optimize staffing across time zones, and drive continuous improvement in WFM processes to ensure efficient, reliable customer service.

Qualifications

• 5+ years of real-time management and scheduling in contact centers or customer operations.
• 2+ years leading WFM teams with coaching and development.
• Strong analytical skills with data, KPIs, and reporting to drive decisions.
• Excellent English written and verbal communication.
• Calm, decisive mindset under pressure.

Responsibilities

• Lead and grow the global WFM team.
• Own real-time management across sites and time zones, making quick staffing decisions.
• Build smart schedules balancing demand, holidays, wellbeing, and cost, including follow-the-sun coverage.
• Turn data into insight by analyzing trends and translating numbers into leadership recommendations.
• Communicate with impact to regional and global stakeholders with clear reporting and proposals.
• Drive continuous improvement by standardizing WFM processes, tools, and practices.

Skills

Real-time management

WFM leadership

Analytical skills

English communication

Calm under pressure

Job description

Workforce Manager

Lead the engine that keeps our global customer experience running

Every great customer interaction starts with the right person, in the right place, at the right time. As our Global Workforce Manager, you’ll own that equation. You’ll lead a talented WFM team, shape how we plan and schedule our people across regions and time zones, and make the real-time calls that keep service levels strong and our teams set up to succeed around the clock.

If you love turning data into decisions, thrive when the queue gets unpredictable, and enjoy developing people as much as optimizing schedules, we’d love to meet you.

What you’ll do

• Lead and grow the global WFM team. Coach and develop schedulers, real-time analysts, and planners, building a high-performing team that partners closely with operations worldwide.

• Own real-time management. Monitor intraday performance across sites and time zones, spot risks early, and make fast, confident adjustments to staffing, breaks, and priorities to protect service levels.

• Build smart schedules. Design and optimize schedules that balance business demand across regions, local holidays and working norms, agent wellbeing, and cost efficiency, including follow-the-sun coverage.

• Turn data into insight. Analyze trends in volume, handle time, shrinkage, and adherence globally, then translate the numbers into clear recommendations for leadership.

• Communicate with impact. Keep regional and global stakeholders informed with clear reporting, crisp updates, and well-reasoned proposals.

• Drive continuous improvement. Standardize and refine WFM processes, tools, and practices so operations run smoothly across every region.

What you’ll bring

• 5+ years of proven experience in real-time management and scheduling within a contact center or customer operations environment

• 2+ years of experience in leading WFM teams, with a track record of developing people and building strong team performance

• Solid analytical skills, with comfort working with data, KPIs, and reporting to drive decisions

• Strong English communication skills, both written and verbal, with the ability to explain complex information clearly to any audience

• A calm, decisive approach under pressure and a proactive mindset