Workforce Manager

Enshored Inc. (External); Rizal; On-site; PHP 600,000 - 900,000; Full time

Job summary

Enshored is seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Bachelor’s degree and 3 years of management experience in a call center are required. Strong expertise in WFM, capacity planning, forecasting, scheduling, and advanced MS Office skills are

Qualifications

• Bachelor’s degree required; 3 years of management experience in a call center.
• Extensive Workforce Management experience with capacity planning, forecasting and scheduling.
• Experience in analytic and reporting functions preferred.
• Broad knowledge of contact center & customer service operations.

Responsibilities

• Oversee accuracy, timeliness and efficiency of workforce reporting, forecasting and scheduling.
• Manage resources, policy rollouts, and issue resolution to drive client satisfaction.

Skills

Workforce management

Capacity planning

Forecasting

Scheduling

Analytics & reporting

English communication

Leadership potential

Remote management

Microsoft Office

Interpersonal & customer service

Multitasking & adaptability

Time management

Education

Bachelor’s degree (no specification)

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS reporting

Lucent ACD system

Call master / call recording system

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don’t always know the answer, but we don’t give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It’s a commitment. We’re committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don’t want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

We are seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Education/Experience:

• Bachelor’s degree (no specification)
• 3 years of management experience in a call center environment.
• Extensive Workforce Management experience.
• Must have solid experience in Capacity Planning, Forecasting, and Scheduling.
• Experience in analytic and reporting functions is preferred.
• Broad knowledge of contact center & customer service operations

Knowledge/Skills/Abilities:

• Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce, Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system).
• Basic concept of queuing and traffic management using Erlang theory.
• Solid knowledge of call center metrics and WFM policies and procedures (involves RTA knowledge validation through testing and interview).
• Excellent verbal and written English communication skills.
• Displays strong leadership potential.
• Ability to manage direct reports remotely.
• Excellent analytical & quantitative skills.
• Demonstrated ability to work under pressure and produce.
• Highly skillful in using all Microsoft Office products.
• Possesses strong interpersonal & customer service skills.
• Ability to multitask, adapt to change, and achieve results with accuracy and precision.
• Requires time management and organizational skills.
• Computer proficient and technology savvy.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.