Job Description


Workforce Manager (MOA Pasay) | Onsite

Work Setup: 100% Onsite
Location: MOA Pasay
Schedule: Monday - Friday, 5:00 AM - 4:00 PM (subject to change based on business needs; AU Program)

Responsibilities:

  • Develop month-wise, day-wise, and interval-wise forecasts, factoring in historical trends, seasonality, special events, churn/growth, weather patterns, and other variables.

  • Run short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels.

  • Create, maintain, and update the capacity plan, ensuring staffing, seating, and logistical requirements are met while balancing cost and performance.

  • Generate and review schedules to meet business requirements, ensuring superior customer service.

  • Lead and supervise a team of WFMs, driving engagement and ensuring SLA compliance across all accounts.

  • Manage service level performance by pro...

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