Workforce Services Senior Manager Y3

Job Title: Workforce Services Senior Manager
--- ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE ---


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OVERALL PURPOSE:
The Workforce Services Senior Manager will be responsible for overseeing and managing the Workforce Management (WFM), AP, and QA functional teams, ensuring seamless operations across all areas of responsibility.
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RESPONSIBILITIES:
- Manage the cost structure and budget for the WFM, AP, and QA functions.
- Support Command Center leads in sales and RFP activities, including development of sales materials, proposals, demos, and site tours.
- Identify opportunities to expand the WFM, AP, and QA service offerings into new contracts and accounts.
- Ensure timely and effective delivery across all contracts and service-level agreements (SLAs).
- Drive initiatives to reduce the cost to serve while seeking opportunities to optimize the shared services model.
- Lead efforts to industrialize and standardize processes across contracts, ensuring operational efficiency.
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OTHERS:
- Project Shift Schedule: Mid Shift
- Project Rest Days: Weekends Off
- Location: Mandaluyong

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SKILLS AND QUALIFICATIONS:
- 15+ years of experience, with a minimum of 7 years in leadership roles (managing managers or senior managers).
- Comprehensive expertise in Workforce Management (WFM)*, including RTA, Forecasting, Scheduling, and Capacity Planning.
- Proficiency in manual and tool-based forecasting, scheduling, and capacity planning — capable of building these processes from scratch.
- Strong strategic and operational skills with experience in managing service delivery in BPO or shared services environments.
- Excellent financial acumen with a focus on budget management and cost optimization.