WFM Executive – Workforce Management – Cebu, Philippines

Cebu’s strength lies in its balance of precision and people-focused teamwork — a perfect match for a role that requires both structure and agility. As a WFM Executive in Fusion CX in Cebu, you will support real-time performance across multiple processes, ensuring that staffing, queues, and service outcomes stay aligned with operational goals. If you’re exploring workforce management jobs in Cebu or looking for a WFM role that blends analytics with real-time decision-making, this opportunity offers a strong path to grow within a performance-driven environment.

Job Description:

About the Role

You will monitor intraday operations, analyze real-time data, and coordinate with leadership teams to maintain service level stability. The role requires attention to detail, confidence in interpreting workforce metrics, and the ability to act quickly when operational conditions shift.

Key Responsibilities

• Monitor real-time queue metrics such as volume, wait times, handle times, occupancy, and schedule adherence.
• Identify variances from plan, including staffing gaps, volume surges, outages, or shrinkage, and initiate corrective actions.
• Communicate intraday alerts and provide handoff reports to WFM leadership, Operations, and other stakeholders.
• Coordinate with operations and site leaders to align workforce strategies with current demand, including shift adjustments, swaps, and coverage planning.
• Generate real-time and historical reports on adherence, service levels, productivity, occupancy, and related metrics; analyze trends and highlight improvement areas.
• Use WFM platforms and Excel/Google Sheets to track, interpret, and report operational data.
• Escalate critical operational concerns such as system issues or major staffing shortages and support mitigation planning.
• Responsibilities may evolve based on operational needs.

Job Requirements:

• Education: High school or equivalent
• Minimum 1 year experience in Workforce Management, Real-Time Analysis, or Contact Centre operations
• Strong analytical skills and familiarity with WFM tools
• Proficiency in Excel (pivot tables, VLOOKUP, formulas) and Google Sheets
• Strong communication and stakeholder-management abilities
• Capability to work shifts, including nights or weekends, in a 24×7 environment
• Close attention to detail and the ability to adapt to changing intraday conditions

Preferred Skills

• Experience in a BPO/contact centre environment
• Background in intraday operations, staffing adjustments, and real-time support
• Understanding of SLA metrics, occupancy, shrinkage, and adherence
• Familiarity with reporting dashboards

Why Join Fusion CX?

Cebu combines talent, resilience, and a strong operational culture,  the qualities that align seamlessly with Fusion CX’s commitment to excellence. In this WFM role, you will work closely with leaders who value clarity, accountability, and analytical discipline. You’ll gain exposure to complex workforce models, sharpen your decision-making skills, and contribute directly to service level performance across multiple processes. If you’re interested in WFM careers in Cebu or want to join a workforce management team where analytics and collaboration drive success, this is an excellent next step with Fusion CX.