Position Details: Workforce Manager (Planning Manager)

Location: Paranaque, Metro Manila
Openings: 1
Salary Range: Php 91,000 to Php 138,000


Overview of duties and responsibilities

  • Owns Forecasting process

  • Owns Long-term planning process

  • Oversee Short-term planning process

  • Oversee Schedule Adherence Management

  • Intraday Performance Reporting and Solutions Management

  • Peak Seating Management

  • Learning and Development of the Planning Team

  • Responsible in improving Planning and Scheduling processes across Customer Ops teams, and proper documentation

  • Process Improvement (where it applies, i.e. break schedules, shrinkage management, etc.)

  • Performs analysis to identify root cause of declined/missed performance and recommend mitigation actions through planning and scheduling

  • Responsible for HR related deliverables of the Planners, i.e. hiring and disciplinary issues, performance reviews, regularization, etc.

  • Oversees Planning Team coverage across sites

  • Acts as the secondary point of escalation for issues/concerns of Operations related to Workforce and Reporting Management


  • Bachelor’s Degree focus in Information Systems/Statistics/Math preferred

  • Prior experience in a BPO or Shared Service Centre

  • 5+ years of experience on Real-Time Monitoring, Reporting and Planning

  • 2+ years of supervisory or managerial role

  • Solid background on WFM policies and procedures

  • Excellent verbal and written English communication skills

  • WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.

  • Solid Scheduling background

  • Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.

  • MS Visio background for flowcharts and program schemas

  • Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.

  • Data mining skills

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