WFM Manager
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Forecast and capacity plan for client programs including Chipotle, True Religion Jeans, and JL Beauty by developing daily, weekly, and monthly headcount models. Optimize agent schedules across voice, chat, and email channels while monitoring real-time adherence and implementing adjustments for performance gaps. Produce daily, weekly, and monthly reports on key metrics such as Service Levels, AHT, and Utilization using Power BI or Excel. Lead and mentor WFM team members including Schedulers and Forecasters while collaborating with Recruitment, HR, and Operations to validate staffing rosters and resolve discrepancies. Maintain a rolling 90-day forecast accuracy tracker and present insights to leadership. Onsite in Pampanga, this role requires flexibility for U.S. client schedules and willingness to work flexible hours.
Required Qualifications
- Bachelor's degree in Operations Management or equivalent combination of Training and Experience
- 5 years' experience in workforce planning preferably in a BPO or multi-client environment
- Demonstrated success in forecasting, scheduling, and real-time management
- Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, advanced formulas)
- Experience with Power BI or Tableau for analytics and reporting
- Must be based onsite in Pampanga
- Willing to work flexible hours aligned with U.S. client schedules
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Familiarity with platforms like Zendesk, ServiceNow, and WFM systems such as Verint, NICE, or Genesys is a plus
Additional Requirements
- Must be based onsite in Pampanga.
- Willing to work flexible hours aligned with U.S. client schedules.
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