We're Hiring: Workforce Management (WFM) Manager

Location: Taguig

Responsibilities

• Lead and manage the WFM team to meet performance and business goals.
• Provide effective coaching and feedback to Assistant Managers and/or Senior WFM Executives to enhance individual and team performance.
• Serve as a subject matter expert on Capacity Planning, Forecasting, Scheduling, and Real-Time Queue Management.
• Set clear performance expectations and team objectives; monitor KPIs to evaluate effectiveness.
• Recommend strategies to balance staffing needs with operational efficiency and financial targets.
• Ensure that Staffing Plans for all processes are accurate and consistently updated.
• Oversee the quality and timeliness of work produced by the WFM team.
• Collaborate with WFM business partners to meet critical assignments and deliverables.
• Guide teams in applying WFM tools and standards ...