Workforce Manager
Alorica Quezon City Full-time
Key Responsibilities:
- Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
- Develop short- and long-term staffing plans based on historical data, trends, and business requirements
- Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
- Analyze workforce data to identify trends, risks, and opportunities for improvement
- Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
- Ensure adherence to schedules, attendance policies, and productivity standards
- Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
- Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
- Lead, coach, and develop WFM team members (RTA, schedulers, planners)
- Drive continuous improvement initiatives in workforce processes and tools
Qualifications:
- Bachelor’s degree in Business Administration, Statistics, or related field
- 5–8+ years of experience in Workforce Management in a BPO or contact center environment
- At least 2–3 years in a leadership role
- Strong knowledge of forecasting, scheduling, and capacity planning methodologies
- Experience using WFM tools such as NICE IEX, Verint, or similar platforms
- Advanced skills in Excel and data analysis
- Strong leadership, communication, and stakeholder management skills
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