Senior Manager – Workforce Management (WFM) – Mandaluyong City, Philippines

Are you a workforce strategist ready to lead high-impact operations in a fast-paced, performance-driven environment? Fusion CX is urgently hiring a Senior Manager – Workforce Management (WFM) to join our team in Mandaluyong City. This is your opportunity to drive forecasting accuracy, optimize real-time performance, and elevate resource planning strategies. If you bring leadership experience, a data-driven mindset, and a strong command of WFM systems, we want to hear from you. Immediate joiners are highly preferred. Apply now!

Job Description – Senior Manager – WFM

About the Role

As a Senior Manager – WFM, you will oversee the full WFM lifecycle, including forecasting, capacity planning, scheduling, and real-time operations. You will work cross-functionally with Operations, HR, Recruitment, and Finance to align workforce strategies with business targets. In this leadership role, you will mentor WFM teams and lead optimization projects to improve staffing efficiency and performance delivery.

Key Roles and Responsibilities

• Lead and manage all Workforce Management functions: Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Collaborate with Operations, HR, Recruitment, and Finance to align workforce strategy with business objectives.
• Deliver both short-term and long-term forecasts using historical data, trend analysis, and business inputs.
• Drive scheduling optimization to reduce understaffing and overutilization.
• Monitor real-time queues, recommend intraday adjustments, and ensure consistent service levels.
• Provide executive-level reporting and insights on WFM metrics (e.g., AHT, SLA, Shrinkage, Occupancy).
• Mentor, coach, and support the development of WFM teams, including Managers, Analysts, and RTAs.
• Support hiring plans through headcount analysis and manpower planning.
• Lead WFM-related projects including automation, system upgrades, and process improvements.

Job Requirements – Senior Manager – WFM

Qualifications

• Bachelor’s degree in Business, Statistics, or a related field (Master’s degree is a plus).
• Minimum 7+ years of experience in Workforce Management, with at least 3+ years in a leadership role.
• Strong knowledge of WFM tools and platforms such as Verint, Genesys, NICE IEX, or Aspect.
• Proven experience managing large teams and multiple lines of business.
• Deep understanding of WFM KPIs and operational metrics.
• Excellent leadership, communication, and stakeholder management skills.
• Advanced Excel skills and reporting capabilities.

Preferred Skills

• Experience in BPO, call center, or shared services environments.
• Familiarity with automation and data visualization tools such as Power BI or Tableau.
• Ability to perform under pressure and deliver results within tight timelines.

Why Join Fusion CX?

At Fusion CX, we don’t just manage capacity, we lead performance. As a Senior Manager – WFM in Mandaluyong City, you will:

• Step into a leadership role with direct influence on strategic operations.
• Be part of a people-first, innovation-focused organization where your decisions drive success.
• Gain hands-on experience with enterprise WFM tools and cross-functional collaboration.
• Shape the future of workforce optimization in a fast-growing global company.

Ready to lead with insight, impact, and excellence? Apply now and take the next step in your WFM leadership journey at Fusion CX.