Hybrid Manager, Workforce Management – BPO, Night Shift

at Carenet Health

• Job title: Manager, Workforce Management – BPO, Night Shift
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Makati City, Philippines

About the role

• Manager of Workforce Management ensuring optimal staffing and operations for Carenet in a hybrid setup. Focused on forecasting, capacity planning, and leading a high-performing team.

Responsibilities

• Ensures Carenet maintains optimal staffing and operational efficiency to meet service and contractual goals.
• Leads forecasting, capacity planning, and scheduling to align workforce resources with business demand while balancing cost, quality, and performance.
• Partners with Operations and the Sr. Director of Workforce Planning & Analysis to deliver actionable insights, standardized processes, and continuous improvements.
• Develops a capable team that supports Carenet’s mission and values through disciplined workforce management and performance excellence.
• Achieves 95–100% of Workforce Management scorecard targets, including accuracy, timeliness, and service delivery metrics aligned with contractual commitments.
• Meets or exceeds all workforce-related KPIs as defined in client and enterprise solutions contracts.
• Maintains minimal valid escalations from internal and external partners through proactive communication and problem-solving.
• Ensures timely and effective execution of people-related processes including payroll accuracy, coaching cadence, and adherence management.

Requirements

• Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field; master’s degree preferred.
• Equivalent professional experience may substitute for formal education.

Benefits

• Minimum of 7 years of experience in workforce management, forecasting, or analytics within a call center, healthcare, or similar high-volume environment.
• Proven expertise in capacity planning, forecasting, scheduling, and performance reporting.
• At least 5 years of leadership experience, including direct management of Workforce Management teams (Planners, Schedulers, and Real-Time Analysts).
• Strong proficiency with WFM platforms such as Verint, Genesys, IEX, or NICE, and advanced capability in Microsoft Excel and data visualization tools.
• Exceptional analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Strong communication, presentation, and collaboration skills, with demonstrated experience advising and influencing senior leadership.
• Proven ability to develop high-performing teams, promote accountability, and drive continuous process improvement.
• Excellent organizational and time management skills; able to manage multiple priorities in a dynamic, fast-paced environment.