ELIGIBILITY: FILIPINO CITIZEN

SET UP: HYBRID - CIRCUIT MAKATI

SHIFT: NIGHTSHIFT (CST)

The Manager, Workforce Management (WFM) ensures Carenet maintains optimal staffing and operational efficiency to meet service and contractual goals. This role leads forecasting, capacity planning, and scheduling to align workforce resources with business demand while balancing cost, quality, and performance. Partnering with Operations and the Sr. Director of Workforce Planning & Analysis, the WFM Manager delivers actionable insights, standardized processes, and continuous improvements that drive accuracy, consistency, and agility across the enterprise. This leader also develops a capable team that supports Carenet’s mission and values through disciplined workforce management and performance excellence.

How will Success in this Role be Measured?

1. WFM Performance: Achieves 95–100% of Workforce Management scorecard targets, including accuracy, timeliness, and service delivery metrics aligned with contractual commitments.
2. Contractual KPI Attainment: Meets or exceeds all workforce-related KPIs as defined in client and enterprise solutions contracts.
3. Cross-Functional Collaboration: Maintains minimal valid escalations from internal and external partners through proactive communication and problem-solving.
4. People Management Discipline: Ensures timely and effective execution of people-related processes including payroll accuracy, coaching cadence, and adherence management.

Sample Activities to Deliver the Goals

1. Drive process innovation by enhancing existing WFM methodologies and developing scalable solutions that improve forecast accuracy, scheduling efficiency, and operational agility.
2. Lead weekly business performance reviews with WFM leadership and Operations, ensuring workforce metrics and billable targets remain aligned with contractual and client expectations.
3. Optimize capacity planning through proactive analysis of roster accuracy, staffing trends, and utilization patterns to sustain service consistency and efficiency.
4. Monitor and refine call routing strategies daily, providing actionable recommendations that improve service levels, agent productivity, and cost-to-serve outcomes.
5. Balance workforce supply and demand by managing VTO and OT targets, ensuring resource allocation supports both financial objectives and service commitments.
6. Leverage simulations and scenario analyses to test assumptions, model business changes, and guide strategic workforce decisions.
7. Synthesize performance insights into weekly updates for WFM leadership, highlighting key trends, risks, and opportunities for optimization.
8. Collaborate with Operations leaders through regular syncs to align workforce planning with business priorities, share performance insights, and implement continuous improvement initiatives.
   

• Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field; master’s degree preferred. Equivalent professional experience may substitute for formal education.
• Minimum of 7 years of experience in workforce management, forecasting, or analytics within a call center, healthcare, or similar high-volume environment.
• Proven expertise in capacity planning, forecasting, scheduling, and performance reporting.
• At least 5 years of leadership experience, including direct management of Workforce Management teams (Planners, Schedulers, and Real-Time Analysts).
• Strong proficiency with WFM platforms such as Verint, Genesys, IEX, or NICE, and advanced capability in Microsoft Excel and data visualization tools.
• Exceptional analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Strong communication, presentation, and collaboration skills, with demonstrated experience advising and influencing senior leadership.
• Proven ability to develop high-performing teams, promote accountability, and drive continuous process improvement.
• Excellent organizational and time management skills; able to manage multiple priorities in a dynamic, fast-paced environment.