About the job WFM Manager | Night Shift | Hybrid | Pasay
Job Description
Responsible for Workforce Management & Service Delivery to Internal & External Customers
Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations
Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment
Serves as a checkpoint and reviewer of WFM processes, practices, and output
Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution
Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor
Develops processes, scorecards, and performance plans for effective team management