Senior Manager – Contact Centre Workforce Management | 100% Remote | Night Shift
Job Overview
- Position: Full-Time
- Shift: Night Shift
- Industry-Leading Compensation
- Location: 100% Permanent Work-from-Home
***Important***
Only candidates with proven expertise in Banking / Financial institutions industry in a Contact Centre environment, strong English communication skills, and 5 to 8+ years of experience in a similar role will be considered.
Hiring Process
Our comprehensive hiring process is designed to identify top talent:
- Online Video Screening Interview: Qualified candidates will be invited to participate in an initial online video screening interview. This session will assess your communication skills, technical expertise, and overall fit for the role.
- Team Interview: Successful candidates from the screening interview will then progress to a second interview with our team. This stage is intended to evaluate your collaborative abilities and further explore your professional experience.
Join the Future of Financial Innovation
Be part of a dynamic team at the forefront of fintech, transforming how credit empowers people. We are reshaping the lending industry with fair, transparent, and innovative financial solutions. Leveraging cutting-edge technology delivers fast, secure, and customer-focused services that make a real difference.
Together, we’re redefining access to credit and building a future where trust and care are the foundation of every financial solution.
Job Description
As the Senior Manager – Workforce Management (WFM), you will play a critical role in strategic workforce planning, forecasting, and real-time management to optimize staffing levels and operational efficiency. Your mission will be to ensure the contact center has the right resources at the right time to meet service level objectives, while maintaining a balance between operational costs and employee satisfaction.
In close collaboration with HR and Operations, you will align hiring strategies with business needs and drive continuous workforce optimization. Together, we are redefining access to credit, creating a future where trust and care form the foundation of every financial solution.
Your Daily Tasks
Volume Forecasting and capacity requirements
- Develop and maintain accurate contact volume forecasts using historical trends, seasonality, and business insights;
- Collaborate with stakeholders to align workforce capacity with business growth and demand fluctuations;
- Provide strategic recommendations for staffing adjustments to optimize service levels and cost efficiency.
Staff scheduling and optimization
- Oversee shift planning, bidding, and optimization to ensure adequate coverage while maximizing employee engagement;
- Manage vacation planning, shift trades, and other scheduling processes to balance operational needs and workforce preferences;
- Continuously refine workforce models based on business needs, agent productivity, and attrition rates.
Real Time monitoring and Intraday Management
- Lead real-time monitoring of workforce performance, call volumes, and adherence to schedules;
- Implement intraday management strategies to optimize staffing levels and mitigate service disruptions;
- Adjust scheduling and resource allocation dynamically to ensure service level agreements (SLAs) are met.
Collaboration with HR and Operations
- Work closely with HR and Operations to align workforce planning with hiring needs;
- Provide workforce insights and recommendations to support long-term talent acquisition and retention goals;
- Partner with training teams to ensure that workforce capacity aligns with onboarding and upskilling programs.
The Qualifications We Seek
- 5-8 years of Experience in Banking / Financial institutions industry in a Contact Centre environment;
- Demonstrated expertise in forecasting, scheduling, and real time management. Familiarity with industry standard WFM system (Nice or Genesys);
- Ability to analyze performance metrics and KPIs to optimize staffing levels, reduce operational cost and maintain service quality;
- Ability to collaborate effectively across department and to present complex data and strategic recommendations to senior leadership;
- Track record to identify operational inefficiencies and implementing process improvement.
Exciting Perks Await!
- HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
Job Overview
- Position: Full-Time
- Shift: Night Shift
- Industry-Leading Compensation
- Location: 100% Permanent Work-from-Home
***Important***
Only candidates with proven expertise in Banking / Financial institutions industry in a Contact Centre environment, strong English communication skills, and 5 to 8+ years of experience in a similar role will be considered.
Hiring Process
Our comprehensive hiring process is designed to identify top talent:
- Online Video Screening Interview: Qualified candidates will be invited to participate in an initial online video screening interview. This session will assess your communication skills, technical expertise, and overall fit for the role.
- Team Interview: Successful candidates from the screening interview will then progress to a second interview with our team. This stage is intended to evaluate your collaborative abilities and further explore your professional experience.
Join the Future of Financial Innovation
Be part of a dynamic team at the forefront of fintech, transforming how credit empowers people. We are reshaping the lending industry with fair, transparent, and innovative financial solutions. Leveraging cutting-edge technology delivers fast, secure, and customer-focused services that make a real difference.
Together, we’re redefining access to credit and building a future where trust and care are the foundation of every financial solution.
Job Description
As the Senior Manager – Workforce Management (WFM), you will play a critical role in strategic workforce planning, forecasting, and real-time management to optimize staffing levels and operational efficiency. Your mission will be to ensure the contact center has the right resources at the right time to meet service level objectives, while maintaining a balance between operational costs and employee satisfaction.
In close collaboration with HR and Operations, you will align hiring strategies with business needs and drive continuous workforce optimization. Together, we are redefining access to credit, creating a future where trust and care form the foundation of every financial solution.
Your Daily Tasks
Volume Forecasting and capacity requirements
- Develop and maintain accurate contact volume forecasts using historical trends, seasonality, and business insights;
- Collaborate with stakeholders to align workforce capacity with business growth and demand fluctuations;
- Provide strategic recommendations for staffing adjustments to optimize service levels and cost efficiency.
Staff scheduling and optimization
- Oversee shift planning, bidding, and optimization to ensure adequate coverage while maximizing employee engagement;
- Manage vacation planning, shift trades, and other scheduling processes to balance operational needs and workforce preferences;
- Continuously refine workforce models based on business needs, agent productivity, and attrition rates.
Real Time monitoring and Intraday Management
- Lead real-time monitoring of workforce performance, call volumes, and adherence to schedules;
- Implement intraday management strategies to optimize staffing levels and mitigate service disruptions;
- Adjust scheduling and resource allocation dynamically to ensure service level agreements (SLAs) are met.
Collaboration with HR and Operations
- Work closely with HR and Operations to align workforce planning with hiring needs;
- Provide workforce insights and recommendations to support long-term talent acquisition and retention goals;
- Partner with training teams to ensure that workforce capacity aligns with onboarding and upskilling programs.
The Qualifications We Seek
- 5-8 years of Experience in Banking / Financial institutions industry in a Contact Centre environment;
- Demonstrated expertise in forecasting, scheduling, and real time management. Familiarity with industry standard WFM system (Nice or Genesys);
- Ability to analyze performance metrics and KPIs to optimize staffing levels, reduce operational cost and maintain service quality;
- Ability to collaborate effectively across department and to present complex data and strategic recommendations to senior leadership;
- Track record to identify operational inefficiencies and implementing process improvement.
Exciting Perks Await!
- HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees