SUMMARY

The WFM Manager leads a team responsible for forecasting, scheduling, capacity planning, and performance analytics. They use tools like Excel, Power BI, and WFM platforms (IEX, eWFM) to analyze call volumes, agent productivity, and attendance patterns. The goal is to maintain efficiency, minimize idle time, and ensure accurate staffing for voice-based operations running under US business hours.

Core Functions:

• Create and validate forecasts, staffing plans, and schedules based on volume and productivity data.


• Coordinate hiring requirements and resource movements with operations and HR.


• Generate daily, monthly, and quarterly performance reports, often using Excel and Power BI dashboards.


• Collaborate with clients and internal stakeholders on capacity and performance updates.


• Lead, train, and supervise WFM team members to ensure consistent service delivery.

Key Competencies:

• Advanced Excel and data analysis skills (Pivot, VLOOKUP, VBA).


• Knowledge of forecasting models, capacity planning, and scheduling systems.


• Experience with WFM tools such as IEX or eWFM.


• Strong client management, presentation, and reporting skills.

Work Setup:

• 100% Onsite in Cebu


• US Business Hours 


• Salary: Up to PHP 68,000/month

Summary Insight: This is a mid- to senior-level BPO operations role, combining data analytics and people management. The WFM Manager acts as the analytical backbone of operations — ensuring the right staffing mix, accurate forecasting, and optimized scheduling for a healthcare voice account.