Job Description
Acquire Intelligence is seeking a dynamic Senior Workforce Manager to lead our Workforce Management (WFM) team supporting global account operations from our Ortigas office. In this pivotal role, you will drive operational excellence by forecasting demand, optimizing schedules, and ensuring the right talent is in place at the right time. You will partner with cross-functional stakeholders to translate business goals into actionable workforce plans, leveraging data-driven insights to improve service levels, reduce costs, and enhance employee engagement. This is an excellent opportunity for a seasoned WFM professional to make a tangible impact in a fastâgrowing, innovative environment while developing leadership skills and contributing to the success of international client accounts.
Responsibilities
- Develop and implement workforce planning strategies aligned with business objectives.
- Produce accurate shortâ and longâterm forecasts using historical data, trends, and business intelligence.
- Design and maintain optimal agent schedules that balance service level targets with cost efficiency.
- Monitor realâtime adherence and intraday performance, making adjustments to maintain service quality.
- Lead, mentor, and develop a team of WFM analysts and specialists.
- Collaborate with operations, finance, and HR to align staffing models with budget and growth plans.
- Utilize WFM tools (e.g., Nice IEX, Verint, Genesys) to streamline processes and reporting.
- Drive continuous improvement initiatives to enhance productivity and employee satisfaction.
Qualifications
- Bachelorâs degree in Business Administration, Operations Management, Industrial Engineering, or related field.
- Minimum 5 years of experience in workforce management, preferably in a BPO or callâcenter environment.
- Proven expertise in forecasting, scheduling, and realâtime management.
- Strong analytical skills with proficiency in Excel and data visualization tools.
- Experience with WFM software platforms (Nice IEX, Verint, Aspect, Genesys, etc.).
- Excellent leadership and communication abilities to influence crossâfunctional teams.
- Knowledge of labor laws and regulations relevant to the Philippines.
- Certifications such as CFM (Certified Workforce Manager) or equivalent are a plus.