WFM Manager | Night Shift | Hybrid | Pasay

Job Description - Responsible for Workforce Management & Service Delivery to Internal & External Customers - Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations - Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment - Serves as a checkpoint and reviewer of WFM processes, practices, and output - Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution - Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor - Develops processes, scorecards, and performance plans for effective team management Responsibilities - Strong sense of personal stake and urgency in day-to-day management - Ability to forge positive, objective relationships with Operations and Support teams - Adaptability, thriving, and multitasking in a demanding workplace while managing conflicting and shifting priorities - Ability to foresee, dissect, and fix problems using a data-driven approach and common sense - Appetite for challenges, including driving projects, improvement opportunities, and maturity models - Effectiveness in presenting to and persuading different levels in the organization - Experience in creating compelling analysis and reports for clients and internal reviews - Skilled in Staff Planning, Reporting, and proficient with spreadsheets - Hands-on Scheduling experience in Blue Pumpkin or Aspect eWFM is a strong advantage - Must demonstrate a thorough, swift, and decisive approach to problem-solving - Must be diplomatic, resilient, positive, and enterprising in resolving conflicts and disagreements - Proficiency in basic arithmetic, statistical concepts, and strong logical ability desired - Must be tactically involved and hands-on where needed - Ability to motivate, retain, and attract talent - Flexible with extending shifts when needed Qualifications - 6 years of experience in Workforce Management in a multi-site, multi-client BPO environment

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