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WFM Manager

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Helpware

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Location:
Philippines; Mexico; Ukraine; United States; Uganda , Cebu ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

Manager, Workforce Management serves as a business leader who will be responsible for building, managing and owning workforce management strategy, process, and execution across the contact center universe. Fully responsible for achieving regulatory service level requirements through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, processes, and tool development to optimize our staffing strategy.

Job Responsibility:

  • Maintain a working knowledge of the entire call center operation as well as project operation
  • Maintain short-term or long-term staffing forecast guide
  • Review the reporting of workforce planning strategy through local workforce teams and plan accordingly
  • Oversee forecast of call volumes, analyze historical call volume
  • project budgetary expenses, determine future costing
  • Oversees necessary projects that are required from a telecom perspective and ensures successful implementation
  • Facilitates the development and implementation of goals and performance standards
  • Manages processes and projects that are aligned directly to operational goals and budgets
  • Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches
  • Establishes objectives, schedules, and cost data of business functions being managed
  • Sets integration priorities, develop growth strategies, and manage resources for new business opportunities
  • Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
  • Other duties as assigned

Requirements:

  • Bachelor’s Degree in any course, preferably Business or Business Management
  • Required 5+ years of management experience
  • Strategy development and identifying and implementing process improvements, creating and presenting to Sr. Management
  • People Management, strong analytical background
  • Required 7+ years of experience at manager level in a contact center environment, with at least 3 in workforce management
  • Call management system experience
  • Strong understanding of contact center operations, KPIs, SLAs, and workforce management principles
  • Experience with real-time monitoring software and reporting tools
  • Strong analytical skills and the ability to interpret and present data clearly
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
  • Ability to multitask and manage multiple priorities under pressure
  • Strong attention to detail and problem-solving abilities
  • Proficient in workforce management software or other call center-specific systems (e.g., NICE, Verint, Aspect, Blue Pumpkin, CMS/IEX, or similar)
  • Familiarity with call center platforms and routing systems
  • Strong understanding of the customer service industry, including common challenges and how to mitigate them
  • Expertise call center operations, financial management and organization required
  • Proficiency with MS Office applications or Google Suite Applications (i.e., MS Word, Excel, PowerPoint, etc.)

Nice to have:

  • Client relations
  • Project management skills
  • Ability to work in a fast-paced, dynamic environment and handle stress effectively
  • Adaptive to changing work schedules and working hours
  • Active listening skills
  • Operates with minimal supervision
  • Customer focus
  • Time Management and Multi-tasking skills
  • Detail-oriented
  • Presentation Skills

Additional Information:

Job Posted:
April 24, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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