WFM Manager

MCI is seeking a seasoned Workforce Management (WFM) Manager to oversee forecasting, capacity planning, scheduling, and real-time operations for multiple client programs. This role requires strong analytical acumen, leadership, and cross-functional collaboration to ensure operational efficiency and service level goals. The ideal candidate will be highly motivated and dedicated.

Requirements

• Bacherlors degree in Operations Management or equivalent combination of Training and Experience
• 5 years experience in workforce planning preferably in a BPO or multi-client environment
• Demonstrated success in forecasting, scheduling, and real-time management
• Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, advanced formulas)
• Experience with Power BI or Tableau for analytics and reporting
• Familiarity with platforms like Zendesk, ServiceNow, and WFM systems such as Verint, NICE, or Genesys
• Strong analytical thinking, communication, and leadership abilities
• Must be based onsite in Pampanga
• Must be authorized to work in the country where the job is based

Benefits

• HMO Coverage
• Dependent
• Supervisors/Managers
• Dental Coverage
• In-house dental assistance
• Free meal during training
• Career growth and learning
• Leavings for Employees
• Competitive compensation and benefits