WFM Manager

EXL

Manager overseeing Workforce Management team ensuring effective forecasting, scheduling, and performance monitoring. Collaborating with departments and implementing systems for optimal labor management.

Posted 4/21/2026full-timeCebu • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
Ensures workforce management process and procedures are in place and followed
Conducts performance appraisals of direct reports periodically
Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
Supports analysis of trending to adjust future planning
Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
Performs routine audits of call center reports to ensure accuracy and integrity is maintained
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
Ensures regular coaching, feedback and recognition is being done with the direct reports

Requirements

What you’ll need

Candidate must possess at least a Bachelor’s/College Degree
5 years minimum experience in Workforce Management Leadership role
Excellent skills in forecasting, scheduling and real-time time management a must
Strong organizational skills to ensure critical timelines are met
Accuracy and attention to details a must in this role
Familiarity with multi-site or global workforce planning
Strong presentation skills
Detail oriented with ability to deliver project deliverables with little supervision
Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
Demonstrate analytical, organizational, problem solving and creative thinking skills
Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
Flexible and willing to work in shift schedules and during weekends

Benefits

Comp & perks

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Hard Skills & Tools

forecastingschedulingreal-time managementworkforce managementdata analysisperformance appraisalcall center reportingresource allocationtrend analysisaudit

Soft Skills

organizational skillsattention to detailpresentation skillswritten communicationverbal communicationproblem solvinganalytical skillscreative thinkingflexibilitycollaboration

Certifications

Bachelor’s Degree