Job Description
Join Moder Solutions Inc. as a Sr. Manager - Workforce Management and lead transformative workforce strategies for our dynamic call center operations in Cebu. In this critical role, you'll architect and implement end-to-end workforce management solutions that optimize operational efficiency, elevate service quality, and drive KPI achievement. You'll leverage data-driven forecasting, intelligent scheduling, and real-time performance analytics to align staffing with fluctuating demand while maximizing agent productivity and engagement. This position offers the opportunity to mentor a high-performing team, foster talent development, and spearhead continuous improvement initiatives that directly impact business growth.
As a strategic leader, you'll collaborate cross-functionally with operations, HR, and technology teams to ensure seamless workforce planning. Your expertise will be instrumental in reducing operational costs, improving customer satisfaction metrics, and creating scalable processes that support our expanding service portfolio. If you're passionate about optimizing human capital and driving measurable results in a fast-paced environment, this role offers a compelling platform to make significant impact.
Responsibilities
- Develop and execute comprehensive workforce management strategies aligned with organizational goals and service level agreements
- Lead end-to-end forecasting, scheduling, and real-time management processes to optimize resource allocation
- Analyze operational data (call volumes, AHT, FCR) to identify trends and implement performance improvements
- Coach and develop WFM team members while fostering a culture of continuous learning and excellence
- Collaborate with department heads to ensure workforce plans support business objectives and growth initiatives
- Implement and optimize WFM technologies to enhance scheduling accuracy and operational efficiency
- Monitor and report on key workforce metrics, providing actionable insights to senior leadership
Qualifications
- Bachelor's degree in Business Administration, Operations Management, or related field (Master's preferred)
- Minimum 5+ years of workforce management experience in call center/BPO environments
- Proven expertise in forecasting, scheduling, and real-time management methodologies
- Strong analytical skills with ability to interpret complex data and drive data-driven decisions
- Experience leading and developing high-performing teams in WFM or operations roles
- Proficiency in WFM software (e.g., Calabrio, NICE, Verint) and workforce analytics tools
- Exceptional communication skills with ability to influence stakeholders at all levels