Senior Workforce Manager, Cebu

Responsibilities:

• Act as the primary escalation point for any service-impacting issues. You are responsible for ensuring that all client contractual obligations are met by interval, daily, weekly, and monthly.
• Drive consistency in WFM tools and methodologies across different programs and sites.
• Translate complex WFM metrics (AHT, Shrinkage, Occupancy, Adherence) into actionable insights for senior leadership and clients.
• Act as a consultant to Campaign Managers and Client Services, translating complex WFM data into actionable business recommendations.
• Direct, coach, and develop WFM teams, including Forecasting Analysts, Scheduling Analysts, and Real-Time Analysts (RTAs).
• Present workforce performance trends and efficiency gains to senior leadership and global client.
• Serve as a key advisor to Operations, HR, and Recruitment teams to ensure seamless integration of WFM processes, from hiring needs to off-line training activities.

Qualifications:

Bachelors degree in business administration, Operations Management, or related field, preferred but not required.

10+ years of experience in Workforce Management, with at least 5 years in a senior management role.

Proven track record of managing large-scale WFM operations for major clients.

Advanced proficiency in WFM software, analytics tools, and financial management systems.

Strong understanding of contact center operations, client relations, and vendor management.

Excellent leadership, communication, and problem-solving skills.

Experience in managing budgets and driving financial performance in WFM operations.