Workforce Optimization Manager

Enshored; Pasig; On-site; PHP 480,000 - 960,000; 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 the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

The ideal candidate holds a bachelor's degree, 3 years in call center management, and extensive WFM experience, including capacity planning, forecasting, and scheduling.

Qualifications

• 3 years of management experience in a call center environment.
• Extensive Workforce Management experience.
• Solid experience in Capacity Planning, Forecasting, and Scheduling.
• Experience in analytic and reporting functions is preferred.
• Broad knowledge of contact center & customer service operations.

Responsibilities

• Oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling.
• Manage resources, policy rollouts, and issue resolution to drive operational efficiency.
• Ensure client satisfaction through optimized workforce management and reporting processes.

Skills

WFM experience

Capacity planning

Forecasting

Scheduling

Call center operations

English communication

Leadership

Remote management

Microsoft Office

Interpersonal skills

Education

Bachelor's degree

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS reporting

Lucent ACD system

Job description

Enshored is 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.

The ideal candidate holds a bachelor's degree, 3 years in call center management, and extensive WFM experience, including capacity planning, forecasting, and scheduling.