Role Overview
As the Senior Manager of Workforce Management, you will play a pivotal leadership role in driving the strategic direction and operational execution of workforce planning and management within a high-performing product support environment.
The role is responsible for leveraging advanced workforce analytics, optimizing resource allocation, and aligning workforce capacity with evolving business needs. The successful candidate will champion operational excellence and customer-centricity while ensuring that staffing strategies support service-level commitments, cost efficiency, and scalable growth.
This position requires a forward-thinking, data-driven leader who can translate strategic workforce priorities into effective day-to-day execution and continuously improve workforce planning and management practices.
Key Responsibilities
Strategic Workforce Optimization
- Develop and implement sophisticated workforce management strategies aligned with immediate operational requirements and long-term organizational growth objectives.
- Forecast workforce requirements using predictive analytics to ensure optimal staffing across multi-channel product support functions.
- Anticipate changes in workload and demand patterns and proactively adjust workforce and capacity planning frameworks to address evolving business requirements.
Data-Driven Leadership & Performance Excellence
- Leverage advanced data analytics to identify actionable insights, improve operational efficiency, and drive measurable improvements in service delivery.
- Develop and maintain performance dashboards that provide real-time visibility into workforce utilization and SLA adherence.
- Monitor and evaluate key performance indicators (KPIs) and implement targeted interventions to improve workforce and operational performance.
- Foster a results-oriented culture through disciplined performance management and data-driven decision-making.
Cross-Functional Collaboration & Team Leadership
- Act as a strategic workforce management partner to senior leadership, product support teams, and other functional groups to ensure alignment on workforce strategy and operational priorities.
- Lead, mentor, and develop a team of workforce management professionals, promoting high performance, innovation, and professional growth.
- Partner with technology and operational teams to optimize workforce management platforms and identify opportunities for process improvement and operational enhancement.
- Build strong working relationships across functions to ensure workforce strategies effectively support business and customer requirements.
Continuous Innovation & Process Transformation
- Lead initiatives to streamline workforce operations through automation, advanced scheduling solutions, and intelligent workload distribution.
- Evaluate and adopt relevant workforce management methodologies, technologies, and industry practices to maintain an agile and scalable operating model.
- Stay current with industry trends and emerging workforce management approaches and translate relevant developments into practical improvements.
- Translate complex workforce data and analysis into clear, compelling insights that support executive decision-making and strategic planning.
Qualifications
Required
- 4–6 years of progressive experience in workforce management within a complex, high-volume support environment.
- At least 3 years of experience in a senior leadership capacity.
- Demonstrated success in implementing workforce optimization strategies that have contributed to improved customer satisfaction and operational efficiency.
- Bachelor’s degree in Business Management, Finance, Operations Research, Business Strategy, Data Analytics, or a related discipline.
- Strong analytical and strategic capabilities, with the ability to translate workforce data into actionable business strategies.
- Proven leadership and team-building experience, with a track record of developing teams and driving high performance.
- Strong communication, negotiation, and stakeholder management skills.
Technical Skills & Knowledge
- Strong proficiency/mastery of workforce management platforms, such as NICE, Verint, or comparable workforce management tools.
- Proficiency in advanced analytics and business intelligence tools such as Tableau, Power BI, or comparable platforms.
- Familiarity with CRM systems and multi-channel support environments is highly advantageous.
- Strong understanding of workforce planning, forecasting, capacity management, performance monitoring, and workforce optimization within high-volume support operations.
Preferred
- MBA or equivalent advanced degree.
Key Competencies
- Exceptional analytical ability and the capacity to translate complex data into impactful workforce and business strategies.
- Strong people leadership, team-building, mentoring, and performance management capabilities.
- Superior communication and stakeholder management skills, including the ability to influence senior leaders and cross-functional teams.
- Strong negotiation and collaboration skills.
- Strategic thinking combined with the ability to execute effectively in a fast-paced operational environment.
- Continuous improvement mindset with an interest in automation, technology, and evolving workforce management methodologies.
Location: Ortigas
Work Setup: Full Onsite
Shift: Fixed Night Shift