Workforce Manager: Real-Time Scheduling Leader

Transcom; Bacolod; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Bacolod is hiring a senior Workforce Manager to lead a geographically dispersed analytics team within a multi-channel contact center. You will drive real-time staffing, forecasting, scheduling, reporting, and leadership to achieve service levels and efficiency goals.

The role requires expertise in WFM mathematics and software, strong communication, and the ability to coach analysts toward their full potential. Join a culture focused on people, performance, and continuous improvement.

Qualifications

• Bachelor-level degree in business or technical field from a reputable institution.
• 5+ years of Workforce Management experience in contact centers.
• Experience leading teams of analysts and/or leaders for multiple campaigns.

Responsibilities

• Oversee performance, productivity, and effectiveness of WFM teams.
• Define and execute WFM processes across contact centers.
• Ensure regular meetings and clear communication of policy changes.
• Lead recruitment and allocation of staff to operations teams.
• Engage in forecasting to optimize staffing and costs.
• Provide strategic plans to meet client contractual obligations.

Skills

WFM math

WFM software

Performance reporting

Communication skills

Quick thinker

People development

Facilitation

Project management

Process writing

MS Office

Education

College degree (business/technical)

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom Bacolod is hiring a senior Workforce Manager to lead a geographically dispersed analytics team within a multi-channel contact center. You will drive real-time staffing, forecasting, scheduling, reporting, and leadership to achieve service levels and efficiency goals.

The role requires expertise in WFM mathematics and software, strong communication, and the ability to coach analysts toward their full potential. Join a culture focused on people, performance, and continuous improvement.