Workforce & Real-Time Operations Manager

Enshored; Pasig; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Enshored in Manila is seeking an experienced Information Management/Forecasting and Scheduling Lead to oversee accuracy and timeliness of generated reports across the team, providing feedback to improve efficiency for client expectations.

You will coordinate with Program Directors and HR to align processes, manage documentation, and drive performance through real-time issue resolution and staffing optimization.

Qualifications

• 3 years of management experience in a call center environment.
• Experience in analytics and reporting functions is preferred.
• Strong English verbal and written communication skills.

Responsibilities

• Ensure accuracy and timeliness of generated reports for the entire team.
• Provide feedback to the Scheduling and Forecasting unit to improve efficiency.
• Coordinate with HR and Operations to align processes and staffing.
• Manage real-time issue resolution and escalation.

Skills

Team leadership

Forecasting & scheduling

Analytical thinking

Data analysis

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS

Job description

Enshored in Manila is seeking an experienced Information Management/Forecasting and Scheduling Lead to oversee accuracy and timeliness of generated reports across the team, providing feedback to improve efficiency for client expectations.

You will coordinate with Program Directors and HR to align processes, manage documentation, and drive performance through real-time issue resolution and staffing optimization.