Workforce Manager (Remote)

Remote – Open to candidates in the Philippines

Full-Time | Permanent

Opportunities vary depending on client needs

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Join Our Talent Pool – Workforce Manager

We are looking for an experienced Workforce Manager to support one of our client accounts. This role is critical in ensuring optimal staffing, strong service level performance, and continuous improvement across workforce operations. You will work closely with RTAs and stakeholders to drive efficiency, accuracy, and stability in day-to-day operations.

About the Role

As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation. You will also provide leadership and mentorship to the RTA team while contributing to strategic initiatives and crisis management efforts.

What You’ll Do

Forecasting & Capacity Planning

• Perform forecasting activities to anticipate workload and staffing needs.
• Define staffing requirements based on forecasted demand.
• Adjust schedules and allocate resources effectively to maintain service level targets.
  
  

Service Level Management

• Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning.
• Monitor and analyse real-time and historical service level performance across all communication channels (phone and email).
• Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur.
• Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends.
  
  

Performance Reporting

• Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs.
• Provide actionable insights and recommendations to improve operational efficiency.
  
  

Process Improvement

• Identify and implement strategies to improve WFM processes to increase relevant KPIs.
• Evaluate tools and systems for potential upgrades or new integrations to improve efficiency.
  
  

Crisis & Backlog Management

• Develop contingency plans for unexpected spikes in customer demand or operational disruptions.
• Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status.
• Lead the team during critical or high-pressure situations.
  
  

Team Leadership

• Mentor the RTA team, fostering professional growth and engagement.
• Set clear goals and expectations to ensure the team consistently meets performance objectives.
  
  

What You Bring

• Proven 5 years of experience in Workforce Management, capacity planning, or service level management (lead or senior level preferred).
• Experience using WFM tools; NICE WFM knowledge is a strong advantage.
• Leadership experience with the ability to mentor and support RTAs.
• Ability to manage priorities and make sound decisions in fast-paced environments.
• Excellent English communication skills (German is a plus).
• Solid understanding of SLAs, forecasting accuracy, and workforce optimisation.
• Strong analytical and problem-solving skills with a data-driven mindset.
  
  

Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.