WFM Analytics Manager

Full Potential Solutions

WFM Analytics Manager at Full Potential Solutions driving strategic planning and operational excellence. Leading WFM Analysts and managing workforce management initiatives and integrations.

Posted 7/13/2026full-timeManila • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management leadership, focusing on Forecasting, Capacity Planning, Scheduling, and Process Improvement while ensuring compliance with legislation and maximizing operational efficiency. Proven ability to lead teams, manage stakeholders, and drive innovation in shared services environments.

Highest-signal resume keywords

Workforce Management LeadershipForecastingCapacity PlanningProcess ImprovementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce Management ProcessesForecastingCapacity PlanningSchedulingReal-Time ManagementPerformance CoachingOperational ImprovementsProject ManagementData AnalysisAgent Administration

Soft Skills

Team LeadershipMotivationTrainingCommunicationPresentation Skills

Industry Keywords

BPOShared ServicesContact Center OperationsGovernance InitiativesCross-Functional Programs

About the role

Key responsibilities & impact

Lead a team of WFM Analysts
Responsible for ensuring integrity and consistency of set WFM processes and procedures
Serves as the WFM Project Manager which focuses on WFM initiatives and integrations
Maintain confidentiality on information, objectives, and practices of FPS and its clients
Provide shared services workforce management support to all FPS accounts and focuses on innovation and AI
Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company
Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner

Requirements

What you’ll need

Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field
Minimum of 5 years of progressive Workforce Management leadership experience
At least 2 years of experience managing specialized WFM functions such as Forecasting, Capacity Planning, Scheduling, Real-Time Management, Process Improvement, or WFM Projects
Proven experience leading governance initiatives, operational improvements, enterprise projects, and cross-functional programs
Experience managing multiple stakeholders and presenting to senior leadership
Background in BPO, shared services, or large-scale contact center operations is highly preferred.

Benefits

Comp & perks

lucrative compensation program
medical, dental, and vision benefits
opportunity for high-potential career growth