Workforce Management (WFM) Manager Job at Hewlett Packard Enterprise (Taguig City)

Workforce Management Analyst

We are offering a long term contract employment opportunity for a Workforce Mana...

Location

United States , New Brighton

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Minimum of 10 years of experience in the service industry, preferably in a role related to workforce management
Proficiency in Ad Hoc Reporting, with the ability to generate and interpret complex reports as required
Experience in Auditing, with an eye for detail and a commitment to maintaining high quality standards
Profound knowledge of Business Process Functions, including the ability to understand, analyze, and improve current processes
Expertise in Workforce Analysis, including the ability to interpret data and make informed decisions regarding workforce allocation and management
Proficiency in Workforce Management (WFM), with experience in using WFM tools to manage and optimize workforce productivity
Experience in Workforce Planning, with the ability to develop and implement effective workforce strategies and plans
Proficiency in presentation software, with the ability to create compelling presentations for various audiences
Advanced skills in spreadsheet software, including the ability to use advanced formulas and create complex spreadsheets
Experience with data visualization tools, with a focus on creating interactive data visualizations and reports

Job Responsibility

Analyze workforce data and provide actionable insights to aid in decision-making processes
Prepare comprehensive reports using tools like PowerPoint, Excel, and Power BI
Collaborate with HR Business Partners, providing them with data-driven insights and observations to support their decision-making and planning
Work towards enhancing the function of analytics, providing recommendations for improvement
Handle ad hoc reporting and auditing tasks, ensuring data accuracy and integrity
Conduct detailed workforce analysis, identifying trends, patterns, and key observations
Manage business process functions related to workforce management
Utilize tools like Snagit for effective communication of data insights
Demonstrate a strong ability to ask thought-provoking questions to uncover additional insights.

What we offer

Medical insurance
Vision insurance
Dental insurance
Life and disability insurance
Eligibility to enroll in company 401(k) plan
Competitive compensation
Free online training.

Fulltime

WFM Service Delivery Manager

As Workforce Management Service Delivery Manager for our Contact Centre Operatio...

Location

Switzerland , Bern

Salary:

Not provided

Allianz

Expiration Date

Until further notice

Requirements

Experience in an insurance services call/contact centre
Minimum 3+ years experience in Workforce Management
Proven management and leadership experience
Ability to work in a fast-paced environment and adapt to changing priorities
Proficiency in Microsoft Office products (Excel, Word, PowerPoint)
Strong knowledge of telephony/call routing and workforce management platforms (CC Math / Verint advantageous)
Understanding of cross-business workforce management practices
Experience leading or supporting project initiatives
Excellent communication skills
Experience in business analysis, reporting, problem identification, resolution, and root cause analysis

Job Responsibility

Lead and manage a team of scheduling and intra-day analysts, fostering a collaborative and high-performance culture
Develop strategies and processes to build a self-sufficient tactical workforce management function that collaborates effectively with partners and stakeholders
Regularly review and update delivery plans, making recommendations to strategic planning function and senior leadership for effective execution in operations
Serve as the primary point of contact for short term/real-time operational issues, communicating with functional leads and other stakeholders to resolve issues promptly
Oversee workforce management functions, coordinating process improvement and business functions to support the overall business strategy
Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions
Foster a development culture that mutually meets the business requirements and individual career goals
Oversee procedure and policy documentation, including real-time playbook documentation
Perform additional duties as assigned to support the contact centre’s objectives

What we offer

Large variety of courses and targeted development programs
International mobility and career progression
Work Well programs for health and wellbeing
Flexibility in planning and arranging for a better work-life balance

Fulltime

Senior Workforce Manager

We are looking for a strategic Senior Workforce Manager - WFM for our Customer O...

Location

Spain , Barcelona

Salary:

Not provided

Yokoy

Expiration Date

Until further notice

Requirements

8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment
Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
Demonstrated knowledge of customer experience tools and systems including best practices
Strong business acumen with an ability to understand the direction and goals of the business
Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Strong understanding of forecasting, planning, scheduling and real-time management methodologies
Ability to work independently, anticipate problems and suggest solutions
Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation
Fluent written and verbal communication in English

Job Responsibility

Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners
Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas
Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team
Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product
Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally
To succeed, you will work closely with our Strategic Finance, Customer Care Operations, Product and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth

Fulltime

Workforce Management Analyst

The Workforce Management Analyst supports store operations by ensuring the right...

Location

United States , Duluth

Salary:

Not provided

Americas Best Contacts and Eyeglasses

Expiration Date

Until further notice

Requirements

4-6 years of experience with workforce planning in retail or multi-unit operations (required)
Four-year college degree or equivalent experience (Required)
Strong knowledge of labor laws, compliance, and retail staffing practices (Required)
Proficiency with WFM systems (e.g., Kronos/UKG) (Required)
Analytical and communication skills to translate data into actionable recommendations (Required)
Ability to work in a fast-paced, cross-functional environment (Required)

Job Responsibility

Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and labor performance
Monitor labor utilization and communication adjustments needed to support sales goals and operational standards
Support weekly forecasting and determine opportunities to align labor demand across stores
Monitor intraweek performance and adherence to schedules and budgets
Identify and respond to staffing opportunities across all stores
Provide real-time updates and recommendations to field leadership
Generate daily, weekly, and monthly reporting at the fleet/region and district level
Analyze workforce metrics such as sales-per-labor-hour, scheduling accuracy, and payroll performance
Provide reporting and insights to senior leadership on workforce efficiency and productivity, identify trends, and recommend process improvements
Maintain and optimize the Workforce Management (WFM) system

What we offer

competitive compensation
health and dental insurance
401k retirement savings with company match
flex spending account
paid personal time off
paid company holidays
parental leave
employee eyewear discount
training programs
access to educational courses

Fulltime

Workforce Real Time Coordinator

A Real-Time Coordinator is responsible for real-time and intraday management of ...

Location

United States

Salary:

Not provided

Crescendo

Expiration Date

Until further notice

Requirements

3+ years experience in a Workforce, Real-Time, or Business Analysis role is required
Amazing work ethic
Previous experience in using CX platforms (Zendesk preferred)
Attention to detail and a high level of accuracy
Ability to multitask, focus, and complete reports for extended periods
Ability to take initiative, communicate effectively, and ask questions
Enjoy working in a collaborative environment and are a team player
Ability to quickly learn and master new systems
Basic level of Google/Sheets/Microsoft Excel skills, including formatting, and an appetite for learning how to use formulas!
Connection to our core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust

Job Responsibility

Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence
Monitor incoming volumes in real-time and arrange additional coverage as needed
Work closely with the management team to analyze and help improve support delivery
Assist leadership in time tracking accuracy for all agents
Support with reporting distribution, where needed by other team members
Assist with projects and other duties as requested or assigned
Efficiently manage the team utilization using our WFM and CX Tools
Support with scheduling or schedule management where needed
Able to maintain strict confidentiality

What we offer

Flexible working arrangements
Competitive Base Salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Competitive retirement benefits
Access to free posture-based fitness workouts from home paid Sabbatical Leave
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Fulltime

Sr Manager, CEC WFM- East Region

This role leads workforce management support for internal contact centers and gl...

Location

United States , North Charleston; Oakland; Rochester; Chattanooga; Richmond

Salary:

97200.00 - 175300.00 USD / Year

T-Mobile

Expiration Date

Until further notice

Requirements

High School Diploma/GED
4-7 years Strategic planning and implementation of workforce management activities in contact centers
4-7 years Management of workforce management tools/systems development and deployment
4-7 years Collaboration with senior leadership teams such as Demand Planning and Care VPs to enhance resource development and operational initiatives
At least 18 years of age
Legally authorized to work in the United States

Job Responsibility

Collaborate with demand planning and leadership teams to communicate and complete national and local workforce priorities
Deliver and communicate national workforce management objectives to regional managers and site individual contributors
Ensure consistent implementation of workforce management policies and procedures across all contact centers
Monitor site staffing levels to maintain appropriate coverage aligned with call volumes and operational needs
Develop, coach, and evaluate regional managers and individual contributors to enhance workforce management capabilities
Analyze operational data and recommend procedural changes to improve resource planning performance nationally and locally
Also responsible for other duties/projects as assigned by business management as needed

What we offer

competitive base salary and compensation package
annual stock grant
employee stock purchase plan
401(k)
access to free, year-round money coaches
medical, dental and vision insurance
flexible spending account
paid time off
up to 12 paid holidays
paid parental and family leave

Fulltime

Workforce Real-Time Manager

At Flix, we offer a dynamic work environment with competitive pay, strong growth...

Location

Bulgaria , Sofia

Salary:

Not provided

Flix

Expiration Date

Until further notice

Requirements

Previous experience as a workforce real-time manager
Proven track record using WFM tools such as Power BI, NICE Workforce Management, ACD providers and/or SalesForce
Advanced analytical and data-oriented skills to support your decision-making
Self-driven, organized and autonomous mindset
Ability to identify process gaps and bottlenecks, and posses the self-drive to tackle them
Independent, reliable and responsible working style
Weekend availability is expected for this role

Job Responsibility

Develop accurate workforce forecasts based on historical data, business trends, and anticipated changes in demand
Adjust staffing levels accordingly to meet business needs by creating staffing models and manage scheduling strategies to ensure optimal coverage while adhering to budget and operational goals
Collect, analyze, and interpret workforce data (e.g., call volume, agent performance, service levels) to support decision-making
Monitor performance against established KPIs (Key Performance Indicators) and identify areas for improvement, as well as continuously assess and improve workforce management processes, tools, and strategies
Recommend and implement process improvements to increase productivity, reduce operational costs, and enhance employee engagement by assisting in maintaining and updating workforce management software and tools to ensure accurate data and system reliability
Collaborate with cross-functional teams to identify and resolve operational inefficiencies or gaps in workforce management practices. Provide insights and recommendations to the operational teams to ensure smooth execution of scheduling, adherence, and attendance policies
Address day-to-day workforce management issues, including unplanned absences, overtime, and shift adjustments

What we offer

Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family
Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life
Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members
Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills
Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career

Fulltime

Workforce Operations Manager

Help us deliver a better tomorrow. Australia Post is delivering for all Australi...

Location

Australia , Melbourne; Brisbane

Salary:

Not provided

Australia Post

Expiration Date

Until further notice

Requirements

Proven experience in leading Workforce Management teams of at least 10 people within a contact centre environment
Strong analytical and decision-making capabilities in both pre-planned and real-time environments
Ability to interpret service data, identify patterns, and drive continuous improvement based on workforce outcomes
Build trust and engagement through a collaborative leadership style and clear, consistent communication
Ability to set clear goals and support team members in their development to achieve individual and collective success

Job Responsibility

Provide strategic and people-focused leadership across workforce operations
Drive operational excellence across all contact centre channels and brands
Lead through influence, setting clear direction, embedding best practice and empower teams to deliver an exceptional customer experience
Oversee the day-to-day operations of the WFM function across our contact centre
Lead a team of Real-Time Analysts
Foster a high-performing and collaborative culture while ensuring operational and service excellence
Manage workload distribution, maintaining service continuity, and supporting the full workforce cycle
Oversee Optimise routines (0–6 weeks out), including updating additional leave, scheduling exceptions, and balancing workload across functions and brands
Conduct structured pre-day, day-of, and post-day performance reviews to extract insights and drive continuous improvement
Ensure workforce administration processes (e.g., onboarding new employees and temps, rostering, updating records) are timely, accurate, and compliant

What we offer

Focus on work-life balance & flexibility
Career development opportunities
Exclusive discounts through our Post Perks program

Fulltime

Workforce Management (WFM) Manager

Hewlett Packard Enterprise

Location:
Philippines , Taguig City

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 04, 2026

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