Job Description

MCI is seeking a seasoned Workforce Management (WFM) Manager to oversee forecasting, capacity planning, scheduling and real-time operations across multiple client programs in Pampanga. This role requires strong analytical acumen, leadership, and cross-functional collaboration to meet service level goals.

You will develop forecasts, headcount models, optimize schedules for voice, chat and email, monitor real-time adherence, and lead a team of schedulers and forecasters.

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