Senior Manager, Workforce Management
Location
cagayan de oro, northern mindanao
Job Type
Full-time
Category
Human Resources
Posted
June 08, 2026
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The Responsibilities:
- Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
- Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
- Reporting of Daily program metrics on assigned projects.
- Makes strategic recommendations to improve productivity while balancing service levels and costs.
- Ensures that the team follows workforce procedures.
- Assist in resolving serious customer complaints and escalated issues.
- Participates in daily and weekly meetings that requires WFM involvement.
Knowledge, Skill Set & Qualifications Required (External)
- More than 5 years Workforce Management experience with a minimum of 3 years exp...