Senior Workforce Manager | Antipolo
Core
Lead a team of Workforce Managers and planners to deliver operational and fiscal activities, balancing service quality with cost efficiency for BPO clients.
Role type
Senior Workforce Manager (IC/Team Lead)
Builds
Workforce management operations, staffing schedules, and campaign performance metrics for outsourced digital services clients.
Domain
Business Process Outsourcing (BPO) / Customer Experience
Required skills
Workforce management, team leadership, statistical analysis, scheduling strategy, metrics reporting, stakeholder management, process optimization, staff coaching, campaign management
Preferred skills
Database applications proficiency, technology adaptability, reward system design
Responsibilities
Supervise operational and fiscal activities of the WFM team; forecast voice and non-voice volume and monitor seat occupancy; report on account profitability and recommend process improvements; ensure schedule adherence, service levels, and absenteeism targets; manage day-to-day workforce operations and compliance; coach, mentor, and develop a team of workforce analysts and planners.
Seniority
Senior, hands-on IC with team leadership