BioPak is hiring a Workforce Management Manager (WFM Manager) to lead the team responsible for staffing strategy, real-time performance, and data-driven reporting across the Customer Support organization. You will oversee both tactical day-to-day WFM operations and high-level strategic planning.
What You'll Do
- Lead, mentor, and develop a team of WFM professionals responsible for real-time queue management, reporting, and capacity planning.
- Drive the long-term strategy for WFM processes, reporting automation, and tooling.
- Oversee development and accuracy of all WFM dashboards and performance reports (real-time, daily, weekly, and monthly).
- Partner with support leadership, BPO vendors, and FP&A to align staffing with business goals and budget.
- Provide insights and recommendations based on performance trends, capacity modeling, and historical data.
- Ensure operational efficiency by identifying gaps in scheduling, adherence, and reporting.
- Own relationships with WFM tools, BI platforms, and internal data teams.
- Represent the WFM function in cross-functional planning, forecasting, and headcount discussions.
What We're Looking For
- 5+ years of experience in Workforce Management.
- At least 2 years in a people management role.
- Deep understanding of WFM principles (forecasting, scheduling, intraday management, shrinkage modeling).
- Experience working with BPOs or global support teams across multiple time zones and channels.
- Familiarity with any WFM Platforms, Google Suite, and Excel.
- Excellent communication and cross-functional collaboration skills.
- Comfortable influencing leadership and advocating for operational needs using data.
Nice to Have
- Experience with Zendesk WFM, Assembled, NICE, Playvox, or Verint.
- Strategic mindset with the ability to zoom out for planning while managing execution details.
- Strong analytical skills and familiarity with data visualization/reporting tools (Looker, Tableau).
- SQL skills and experience working directly with BI or data engineering teams.
- Demonstrated success scaling a WFM function or launching new channels or tools.
- Experience automating reporting or streamlining WFM processes.
- Passion for mentorship and building high-performing, collaborative teams.
- Proven ability to make data-driven decisions in a high-growth or dynamic environment.
Technical Stack
- Google Suite, Confluence, Slack
- Zendesk Workforce Management, Zendesk
- Zoom Phone
- Looker, Zendesk Explore
- Zapier
Team & Environment
You will be leading a team of WFM professionals. This role is part of the Workforce Management team, which serves as the nerve center of operational planning and performance at BioPak.
Work Mode
This is an onsite position based in BGC Taguig, Metro Manila, Philippines.
BioPak is an equal opportunity employer.
