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Workforce Manager

Alorica

📍 Quezon City, Metro Manila, Philippines

Full time Operations Specialties Managers
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Job Description

Key Responsibilities:

  • Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
  • Develop short- and long-term staffing plans based on historical data, trends, and business requirements
  • Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
  • Analyze workforce data to identify trends, risks, and opportunities for improvement
  • Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
  • Ensure adherence to schedules, attendance policies, and productivity standards
  • Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
  • Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
  • Lead, coach, and develop WFM team members (RTA, schedulers, planners)
  • Drive continuous improvement initiatives in workforce processes and t...
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    Job Details

    Location Quezon City, Metro Manila
    Job Type Full time
    Category Operations Specialties Managers
    Posted June 27, 2026
    Deadline August 06, 2026