Workforce Management Manager - Remote

Overview

This is an excellent opportunity to leverage your customer support expertise and build your career within a collaborative organization that is expanding its presence in the Philippines.

In Short

• Lead the workforce management team responsible for staffing strategy and performance.
• Optimize staffing, forecasting support volume, and ensure service levels are met.
• Oversee development and accuracy of WFM dashboards and performance reports.
• Partner with support leadership and BPO vendors to align staffing with business goals.
• Provide insights based on performance trends and historical data.
• Identify gaps in scheduling, adherence, and reporting for operational efficiency.
• Own relationships with WFM tools and internal data teams.
• Represent WFM in cross-functional planning and discussions.
• Drive long-term strategy for WFM processes and reporting automation.
• Mentor and develop a team of WFM professionals.

Requirements

• Experience in workforce management and customer support.
• Strong analytical skills and data-driven decision-making.
• Proven leadership and team management experience.
• Familiarity with WFM tools and reporting platforms.
• Excellent communication and collaboration skills.
• Ability to identify trends and operational gaps.
• Experience with Google Suite and Confluence.
• Knowledge of Zendesk and Looker is a plus.

Benefits

• Work in a collaborative and growing organization.
• Opportunity for personal and professional development.
• Remote work flexibility.
• Competitive salary and benefits package.
• Engage in innovative shipping solutions for e-commerce.