Workforce Management Team Manager

Key Responsibilities

• Lead, mentor, and develop a team of workforce management professionals.
• Direct and supervise all workforce‑related activities, ensuring performance standards and delivery goals are met.
• Ensure team members are adequately trained, skilled, and equipped to support operational requirements.

• Develop and execute workforce strategies aligned with organizational and client objectives.
• Analyze workload variances and forecast staffing requirements to meet SLAs and performance targets.
• Advise leadership on efficient, scalable, and cost‑effective workforce strategies.

• Monitor service levels and provide real‑time and short‑term forecasting support.
• Oversee WFM processes including scheduling, capacity planning, data integrity, and reporting.
• Ensure adherence to internal policies, client requirements, and regulatory standards.

• Maintain strong partnerships with business leaders, operations, clients, and account managers.
• Identify opportunities for service improvement and lead implementation of solutions.
• Collaborate cross‑functionally to align workforce plans with overall business strategy.

• Track, analyze, and manage team performance against defined KPIs and SLAs.
• Provide regular feedback, coaching, and development plans to enhance individual and team performance.

• Provide insights and recommendations to Operations and clients regarding workforce budgets.
• Support cost‑optimization initiatives while maintaining service quality and delivery excellence.

• Analyze workforce data to identify trends, risks, and optimization opportunities.
• Prepare reports, dashboards, and executive‑level presentations for internal leadership and clients.
• Use data‑driven insights to drive continuous improvement initiatives.

Qualifications

• Vocational Diploma / Short Course Certificate or Bachelor’s Degree in any field.

• Minimum 4–6 years of managerial experience in Workforce Management.
• Proven track record in leading teams and delivering workforce service excellence.

• Strong expertise in Workforce Management tools, MIS, and service delivery.
• Advanced skills in data analytics, statistics, data visualization, reporting, and dashboarding.
• Working knowledge of SQL.
• Expert proficiency in MS Excel, PowerPoint, and Google Sheets.
• Strong capability in scenario modeling and business case development.
• Excellent client management and business presentation skills.
• Highly analytical with strong problem‑solving and decision‑making abilities.

• Business Analyst certification
• Six Sigma certification
• Workforce Management Professional or related certifications

• Willing to work mid to graveyard shifts, including weekends and holidays if required.
• Willing to work onsite in Giga Tower, Quezon City.
• Full‑time position.