Senior Manager – Workforce Management

\ Position Description \

Senior Workforce Manager

Position Title

Senior Workforce Manager

Reports To

GM Operations – Manila (Kareem Soliman)

Department

Manila Operations

Location

Manila, Philippines

Employment Type

Full-Time

Date Created

March 2026

\ Purpose of the Role \

The Senior Workforce Manager owns the end-to-end workforce management strategy for Manila Operations, encompassing forecasting, capacity planning, rostering, scheduling, and real-time adherence across all business units. This role is responsible for designing and optimising workforce models that balance cost efficiency, service delivery coverage, and employee wellbeing, while providing actionable insights to senior leadership on utilisation and performance.

\ Context \

As the Manila operation has scaled to 222 FTE, the absence of a dedicated workforce management function has resulted in inconsistent scheduling practices, limited visibility over utilisation rates, and reactive rather than proactive resource planning. With multiple business units running across different time zones and service requirements, a disciplined and data-driven workforce management approach is essential. This role will build the workforce management function from the ground up, establishing the processes, tools, and reporting cadences needed to support a mature operational model. The Senior Workforce Manager will be key to ensuring the operation is right-sized and efficiently deployed at all times.

\ Key Responsibilities \

Workforce Strategy & Capacity Planning

• Own the workforce strategy, forecasting models, and capacity planning frameworks across all Manila business units.
• Develop short-term and long-term workforce forecasts based on volume trends, seasonality, attrition, and business growth projections.
• Analyse utilisation rates and develop workforce models to proactively reduce cost-to-serve while maintaining service quality.
• Partner with onshore business unit leads to understand demand drivers and translate them into staffing requirements.
• Provide data-driven recommendations on headcount changes, team sizing, and resource allocation.
• Design and optimise shift rosters to balance cost, coverage, and employee wellbeing across all serviced business units.
• Ensure rosters account for operational peaks, troughs, leave patterns, and contractual obligations.
• Drive schedule adherence and conformance standards; report on variances to senior leadership with root-cause analysis.
• Implement and manage real-time schedule adherence monitoring, intervening where necessary to maintain service levels.
• Build and maintain workforce dashboards providing visibility on key metrics including FTE utilisation, schedule adherence, absenteeism, attrition, and overtime.
• Deliver regular workforce reports to the GM Operations and senior leadership, highlighting trends, risks, and opportunities.
• Conduct scenario planning and modelling exercises to support strategic decision-making around operational scale and structure.
• Benchmark workforce performance against industry standards and identify areas for improvement.
• Mentor workforce planning analysts and set team standards for forecasting accuracy, reporting quality, and process discipline.
• Establish standardised workforce management processes, playbooks, and SOPs for the Manila operation.
• Champion a data-driven culture across the operations team, embedding workforce insights into day-to-day decision-making.
• Drive continuous improvement in workforce management tools, methodologies, and practices.

Rostering & Schedule Optimisation

Reporting & Analytics

Team Leadership & Standards

\ Key Relationships \

Stakeholder

Nature of Relationship

GM Operations – Manila

Direct report; strategic direction, priority setting, and performance management.

Onshore Business Unit Leads

Collaborative partnership to align workforce plans with business unit demand and service requirements.

Business Unit Operations Managers

Coordination on operational workforce planning and headcount governance.

Team Managers

Day-to-day coordination on roster execution, adherence monitoring, and leave management.

Senior Support Managers

Peer collaboration on recruitment pipeline, project timelines, and analytics.

\ Key Performance Indicators \

• Forecast accuracy (variance between planned and actual staffing requirements).
• Schedule adherence and conformance rates across all business units.
• FTE utilisation rates and trends over time.
• Reduction in cost-to-serve through workforce optimisation initiatives.
• Absenteeism and unplanned leave rates.
• Timeliness and quality of workforce reporting to senior leadership.
• Team satisfaction with roster fairness and work-life balance outcomes.
• Minimum 5 years' experience in workforce management, with at least 2 years in a senior or lead capacity.
• Demonstrated experience in workforce planning, forecasting, and capacity modelling within a BPO, contact centre, or large-scale service operations environment.
• Strong analytical skills with proficiency in data analysis, reporting tools, and workforce management systems (e.g., Verint, NICE, Aspect, or equivalent).
• Advanced Excel and data visualisation capabilities.
• Proven ability to design and optimise rosters for multi-skilled, multi-timezone operations.
• Excellent communication skills with experience presenting workforce insights to senior leadership.
• Bachelor's degree in Business, Statistics, Operations Research, or a related discipline.
• Experience in building a workforce management function from scratch.
• Workforce management certification (e.g., SWPP or equivalent).
• Experience working in or with offshore/nearshore operations or shared services environments.
• Familiarity with Philippine labour regulations and employment practices.

\ Qualifications & Experience \

Essential

Desirable

\ Key Competencies \

Analytical Thinking: Ability to interpret complex data sets and translate them into clear, actionable workforce recommendations.

Operational Acumen: Strong understanding of service operations and how workforce decisions impact delivery outcomes.

Attention to Detail: Precision in forecasting, scheduling, and data reporting.

Stakeholder Management: Skilled at balancing competing demands from multiple business units and onshore stakeholders.

Continuous Improvement: Commitment to evolving workforce practices and driving measurable efficiency gains.

Cultural Awareness: Understanding of Philippines workplace culture and the nuances of managing rosters within a multi-geography operational model.