Manager, WFM Technology, Data and BA

Global Payments Inc.


Date: 4 hours ago
City: Quezon City
Contract type: Full time
Responsibilities

Description Key Responsibilities

  • Strategic Forecasting & Capacity Planning: Own long-term and short-term forecasting models using advanced analytics and predictive tools. Align headcount plans with client SLAs, contractual KPIs, and financial objectives.
  • Scheduling & Real-Time Governance: Design optimized schedules leveraging WFM platforms (NICE, Verint, Aspect, IEX, Genesys). Lead intraday management, ensuring real-time adherence and proactive SLA recovery.
  • Performance Analytics & Business Insights: Deliver executive-level dashboards on forecast accuracy, utilization, shrinkage, and cost per FTE. Provide actionable insights to Operations, Finance, and Client Services for strategic decisions.
  • Vendor & Multi-Site Leadership: Govern WFM processes across multiple geographies and vendor ecosystems. Conduct capacity reviews, governance calls, and performance calibrations with partners.
  • Continuous Improvement & Automation: Drive process automation initiatives to reduce manual interventions and improve forecast reliability. Champion best-in-class WFM practices for scalability and efficiency.
  • Team Development: Mentor WFM analysts and schedulers; build a high-performing workforce planning team. Foster a culture of data-driven decision-making and operational excellence.

Qualifications

  • 7+ years Workforce Management experience in BPO or global contact center environments.
  • Proven expertise in forecasting, scheduling, intraday management, and SLA governance.
  • Advanced proficiency in WFM tools (NICE, Verint, Aspect, IEX) and data analytics (Excel, SQL, VBA; BI tools preferred).
  • Strong understanding of BPO metrics: AHT, shrinkage, occupancy, utilization, SLA compliance.
  • Exceptional stakeholder management and ability to influence senior leadership and client partners.

Behavioral Competencies

  • Strategic Influence: Shapes decisions and gains buy-in at all levels.
  • Resilience & Agility: Thrives in high-pressure, fast-changing environments.
  • Collaborative Leadership: Builds trust and strong partnerships internally and externally.
  • Data-Driven Decision Making: Uses insights to drive operational and strategic outcomes.
  • Talent Development: Inspires and mentors teams to achieve peak performance.

Preferred Experience

  • Fintech or financial services outsourcing background.
  • Familiarity with compliance and regulatory requirements.
  • Experience in omnichannel environments and global delivery models.

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