Workforce Manager: Strategy, Staffing & Analytics

IntouchCX; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

IntouchCX is seeking a Workforce Manager to lead and supervise the Workforce team for a dedicated program. You will work closely with Operations and external partners to ensure delivery aligns with partner goals and company objectives.

The ideal candidate has a university degree, strong analytical and interpersonal skills, and the ability to operate in a fast-paced, dynamic environment. Experience with ASPECT is a plus, and the company values proactive leadership and strategic thinking.

Qualifications

• University degree in a related discipline (Computer Science, Marketing, Communications, Business)
• Strong analytical and problem-solving abilities
• Excellent interpersonal and communication skills
• Superior organizational skills and follow-through
• Ability to work in fast-paced, changing environments
• Experience with workforce optimization and vendor/partner coordination (ASPECT asset)

Responsibilities

• Direct and supervise all activities of the Workforce team for a dedicated IntouchCX program
• Collaborate with Operations to align team delivery with partner goals
• Engage with external partners and cultivate long-term relationships
• Analyze partner metrics and staffing levels regularly
• Recommend efficiency improvements for programs
• Mentor and motivate Workforce team members
• Participate in Sales meetings and information requests
• Stay aware of emerging industry tools and trends

Skills

Analytical skills

Interpersonal skills

Communication skills

Strategic thinking

Organizational skills

Problem-solving

Education

University degree in related discipline

Tools

Aspect software

Job description

IntouchCX is seeking a Workforce Manager to lead and supervise the Workforce team for a dedicated program. You will work closely with Operations and external partners to ensure delivery aligns with partner goals and company objectives.

The ideal candidate has a university degree, strong analytical and interpersonal skills, and the ability to operate in a fast-paced, dynamic environment. Experience with ASPECT is a plus, and the company values proactive leadership and strategic thinking.