Job description
Join HCLTech as a Workforce Manager in Taguig City. In this pivotal role, you will lead a team of WFM analysts and serve as a strategic partner to Operations to maintain top-line performance and workforce efficiency. You will own forecasting, capacity planning, intraday management, and service level optimization to ensure exceptional customer experiences across multi-channel contact centers.
As the WFM Manager, you will collaborate with Operations, Workforce Management, IT, and QA to implement data-driven staffing strategies, optimize occupancy, shrinkage, abandon rates, and adherence. You will champion process improvements, governance, and risk mitigation while driving continuous improvement initiatives in a fast-paced, customer-centric environment.
Responsibilities include developing accurate forecasts, creating scalable staffing models, leading real-time intraday decisions, and delivering insights to senior leadership. You will mentor and develop your team, oversee performance metrics, and participate in recruiting for WFM roles. Proficiency with WFM tools and data analytics will be essential to succeed and deliver measurable results.
We offer a dynamic, globally-connected work environment with opportunities for growth, competitive compensation, and a commitment to work-life balance. If you thrive in a dynamic, metrics-driven setting and excel at cross-functional collaboration, this is your next career move.
At HCLTech, you will be empowered to influence strategic staffing decisions, drive optimization initiatives, and build a culture of data-driven excellence. You will monitor performance trends, create actionable dashboards, and articulate insights to stakeholders at all levels.
Responsibility
- Lead and develop a high-performing team of WFM analysts, setting clear goals and coaching for performance.
- Partner with Operations, IT, and Quality Assurance to optimize forecasting accuracy, scheduling efficiency, and staffing models.
- Own service level agreements (SLA) and key performance indicators (KPI) such as service level, average speed of answer, occupancy, and shrinkage; drive continuous improvement initiatives.
- Develop and maintain accurate demand forecasts and capacity plans; build scalable staffing models for peak and off-peak periods.
- Oversee intraday management and real-time decision-making to balance workload and service levels across channels.
- Lead WFM tool administration and data governance; ensure data integrity, reporting, and actionable insights for leadership.
- Collaborate with cross-functional teams to implement process improvements, optimize scheduling rules, and manage change effectively.
- Drive talent development, participate in recruitment for WFM roles, and conduct performance reviews and coaching.
Qualification
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 5+ years of workforce management experience in a contact center or similar environment.
- 2+ years of people leadership or team management experience.
- Experience with WFM tools (examples: NICE, Verint, Genesys, Aspect) and advanced Excel skills; SQL is a plus.
- Strong analytical abilities with forecasting, capacity planning, and data-driven decision making.
- Proven track record in intraday scheduling, occupancy optimization, and SLA adherence.
- Excellent communication, stakeholder management, and collaboration across functions.
- Change management experience and a proactive problem-solver mindset.