Workforce Manager

About the Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

Transparent BPO seeks a proactive and detail-oriented Workforce Manager with deep expertise in scheduling, forecasting, and real-time management using Verint Workforce Management (WFM) software. This role will be responsible for leading workforce planning efforts across the Contact Center, ensuring staffing strategies align with lodge seasonality, guest demand, and operational goals. The Workforce Manager will oversee forecasting, scheduling, and intraday management, while partnering with leadership to maintain service levels, efficiency, and pack member engagement.

Qualifications

• 3+ years in workforce management within a contact center, with at least 1 year in a leadership or manager role.
• Strong proficiency with Verint Workforce Management software (forecasting, scheduling, real-time).
• Experience in hospitality, travel, or seasonal businesses preferred.
• Strong analytical and reporting skills; proficiency in Verint, Excel, Power BI, or Tableau.
• Deep understanding of contact center KPIs (occupancy, adherence, shrinkage, SL, AHT).
• Proven ability to lead cross-functional workforce initiatives in high-volume environments.
• Strong problem-solving and decision-making abilities under pressure.
• Excellent communication, influencing, and interpersonal skills.
• Highly organized with a keen eye for detail.
• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience).

Key Responsibilities

1. Forecasting & Scheduling

• Develop short- and long-term forecasts using Verint and other analytical tools.
• Build and maintain accurate schedules aligned with forecasted demand, agent availability, and skill sets.
• Incorporate seasonality, peak periods, and lodge-specific events into staffing models.
• Partner with leadership to ensure schedules balance service levels, operational efficiency, and pack member engagement.

2. Real-Time Monitoring & Intraday Management

• Actively monitor contact center performance through Verint dashboards and real-time data feeds.
• Identify and address deviations in occupancy, adherence, service levels, and queue performance.
• Make intraday staffing adjustments to account for volume spikes, unplanned absences, or system issues.

3. Incident & Crisis Management

• Lead response to unexpected operational challenges such as system outages, unanticipated call surges, or escalated guest impact events.
• Use Verint to track and communicate incident updates and staffing changes to leadership.

4. Data Analysis & Reporting

• Leverage Verint and reporting tools (Excel, Power BI, Tableau) to analyze intraday and historical performance data.
• Provide daily/weekly reporting with insights into trends, risks, and opportunities.
• Recommend staffing model and process improvements to enhance efficiency and service outcomes.

5. Schedule & Resource Coordination

• Oversee day-to-day adjustments to breaks, lunches, meetings, and shift changes.
• Manage agent skill sets, cross-training alignment, and availability for optimal utilization.
• Partner with Training and Operations to ensure schedule accuracy during onboarding or upskilling events.

6. Leadership Collaboration & Communication

• Act as the primary point of contact for all workforce-related escalations.
• Partner closely with Operations Managers, Team Leads, and BPO partners to address staffing gaps and
• maintain SLAs.
• Clearly communicate staffing strategies and real-time decisions to leadership and frontline teams.

7. Continuous Improvement & Innovation

• Maximize Verint functionality and champion best practices in workforce management.
• Stay current on emerging WFM technologies and bring forward innovative solutions.
• Proactively recommend changes that elevate service levels, improve agent engagement, and reduce cost.

Benefits:

• Competitive Salary
• Weekly payout
• HMO for you and 1 Dependent!
• Medical and Dental coverage, and Life insurance
• Onsite work at our brand-new facility
• Company events
• Employee Referral Program incentives
• Free parking
• and many more...

Work Set up: Full-time | Onsite

Shift Schedule: Night shift | Mon-Fri, 10:00PM - 7:00AM Manila

Location: 12F GH Tower Offices, Greenhills, San Juan City

Job Type: Full-time

Application Question(s):

• How many years' experience do you have as a Workforce Manager?
• Which Workforce Management (WFM) software platforms have you worked with?
• What's your expected monthly basic salary?

Work Location: In person