Senior Manager – Workforce Management, Cebu

Job Overview

We are looking for an experienced Senior Manager Workforce Management to lead end-to-end workforce management operations within a contact center environment. The role is responsible for forecasting, scheduling, capacity planning, reporting, analytics, and driving operational efficiency across the business.

Key Responsibilities

Lead workforce management functions including forecasting, scheduling, real-time management, and reporting

Partner with Operations and stakeholders to align staffing requirements with business demands

Drive data-driven decision-making through reporting and analytics

Monitor service levels, staffing efficiency, and operational performance metrics

Lead, mentor, and develop workforce management teams

Implement process improvements to optimize workforce planning and service delivery

Manage workforce governance and ensure operational compliance

Qualifications:

Bachelors degree or equivalent work experience required

1214+ years of Workforce Management experience

810 years of leadership or management experience within WFM

Hands-on experience with WFM tools such as NICE, Verint, Aspect, Genesys, or similar platforms

Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, or similar technologies

Can start ASAP

Willing to work onsite in Mandaue/Cebu City