PH Senior Manager, Workforce Management (BPO, nighshift, hybrid)

The Sr Manager, WFM will be responsible for managing and facilitating workforce activities for the company. This role will manage Workforce Planning & Forecasting, Operational Oversight & Performance Management, Leadership & Team Development, and Collaboration & Communication with various departments.

Work Location: Makati Circuit - Hybrid, once a week onsite

Work Schedule: Night shift

Responsibilities

Workforce Planning & Forecasting

• Manages headcount forecasting and capacity planning through regular analysis of volumes.
• Develops seasonal staffing plans and ensures thorough implementation across teams.
• Measures and incorporates real-life factors (shrinkage, inflexibility, attrition) into staffing forecasts.
• Creates reports on historical data and forecasting results.
• Analyzes the impact of productivity, shrinkage, attrition, WFM tools, and volumes on staffing needs.
• Implements strategies to optimize resource utilization and manage staffing levels in response to call volumes and business needs.
  
  

Operational Oversight & Performance Management

• Oversees and analyzes operational financial metrics to ensure budget alignment.
• Supervises resolution of performance-related issues, addressing root causes and preventing recurrence.
• Leads real-time monitoring of service levels, occupancy, and adherence to identify trends and potential issues.
• Provides guidance on scheduling, labor management, and leave management.
• Coordinates workforce guidelines and ensures standardization and best practices across the company.
• Identifies and implements process improvements to enhance customer satisfaction and reduce operational expenses.
  
  

Leadership & Team Development

• Guides the Workforce team in optimizing schedules and staffing.
• Builds and develops high-performing teams while fostering growth and development opportunities.
• Promotes continuous improvement of Workforce processes, techniques, and enhancements.
• Coordinates and assists across multiple work teams to ensure high-quality, timely solutions.
  
  

Collaboration & Communication

• Provides timely reporting and insights to operational leaders to support effective business management.
• Communicates performance updates, challenges, and corrective actions to leadership.
• Partners with departmental stakeholders to anticipate staffing needs and proactively address gaps.
• Builds and maintains strong relationships with vendors, team members, and clients.
  
  

Qualifications

• Bachelor’s Degree (in business/finance or relevant field) or 10 plus years of experience in forecasting or capacity planning to include advanced utilization of workforce management tools and data analysis tools.
• Strong written and verbal communication skills, including the ability to communicate complex data in comprehensive ways.
• Proven track record of forecasting models and analysis of key business trends and actual versus budget variances.
• Experience in financial analysis/planning, predictive modeling/forecasting, project management and operational analysis.
• Ability to determine, implement and evaluate business metrics to meet ongoing organizational needs.
• Ability to deal with and solve problems using solid judgment skills.
• Exceptional PC skills with multiple products such as Microsoft Office applications including strong MS Excel skills,MS Word, PowerPoint, E-mail, database and Internet software. Ability to handle multiple line phone systems.
  
  

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Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.

Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.