URGENT: Workforce Manager; WFM Manager - McKinley West, Taguig City
HCLTech Taguig Full-time
About the Role:
The Workforce Manager oversees forecasting, scheduling, intraday management, and workforce optimization across the organization. This role provides strategic leadership, ensures operational excellence, enhances forecast accuracy, and delivers data‑driven insights that support executive decision‑making.The WFM Manager leads a team of analysts and serves as the key partner to Operations in maintaining performance, service levels, and workforce efficiency.
- Candidates must have 4-5 years of workforce management experience in forecasting, scheduling, and intraday management.
- Proficiency across multiple WFM software platforms is required to deliver data-driven insights and support executive decision-making.
- A minimum of 3-5 years of team management experience is essential for leading a team of analysts.
Employment Type: Full-time
Work Setup: Onsite
Key Responsibilities:
- Leads the development of accurate staffing forecasts using historical data and analytics, providing strategic recommendations to prevent over‑ or understaffing.
- Oversees the scheduling process to ensure alignment with forecasted demand, employee skills, availability, and labor regulations, while driving automation and efficiency.
- Tracking employee work hours, breaks, and absences to ensure accurate payroll processing and compliance with labor laws
- Real-Time (Intraday) Management: Monitoring daily operations and staffing levels in real-time. This involves dynamically adjusting schedules, reallocating resources, and responding quickly to unexpected events like sudden call volume spikes or agent absences to maintain service levels.
- Tracking key performance indicators (KPIs) such as customer satisfaction (CSAT), first call resolution (FCR), and schedule adherence. This data is used to evaluate individual and team performance, identify areas for improvement, and provide coaching or additional training.
- Compiling comprehensive reports for senior management on workforce metrics, trends, and performance. This data helps inform short-term tactical decisions and long-term strategic planning for the organization.
AYUDA Business Management Solutions IncTaguig
Job Description
• 3–7 years of experience in Workforce Management solutions, with hands-on UKG Pro Forecasting and Scheduling configuration.
• Strong understanding of labor standards, compliance, and predictive scheduling.
• Proficiency in data...
GenpactQuezon City, 15 km from Taguig
for the role Work Force Management - Senior Manager
Responsibilities
• Create and maintain employee schedules to ensure coverage delivers to contractual requirements across all business functions.
• Balance productivity, service level goals, shrinkage...
ShopeeManila, 12 km from Taguig
Mega FM Workforce Management & Planning Lead is responsible for overseeing and coordinating the planning and operational activities of a sorting facility. This role involves managing the workflow, ensuring efficiency, and maintaining safety...