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.
Company Profile
Our client is a global leader in shipping and logistics technology, providing e-commerce businesses, online sellers, and enterprises with innovative shipping solutions. The company offers a suite of software tools that streamline order fulfillment, optimize shipping rates, and enhance delivery efficiency. Headquartered in the U.S., our client operates internationally, supporting merchants with scalable, data-driven solutions tailored to the evolving demands of global e-commerce.
Our client currently has a remote support team in Manila hired through a BPO / Professional Employer Organization (PEO)/Employer of Record (EOR) company. They are looking to build their own direct badged site in Manila and transition 300+ agents to the new site by early 2026. Expectation is the site will continue to grow over the next few years.
About the team
The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions
Job Summary:
The Manager to lead the workforce management team will responsible for staffing strategy, real-time performance, and data-driven reporting across our client’s Customer Support organization. You’ll oversee both tactical day-to-day WFM operations and high-level reporting that drives strategic decisions. This is a hands-on leadership role that combines workforce expertise, people management, and analytical rigor.
Overall Duties and Responsibilities
- 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
The Tech: We leverage the following tools to power our operations:
- Google Suite & Confluence for communication and documentation
- Slack for cross-functional collaboration
- Zendesk Workforce Management for scheduling, forecasting, and real-time management
- Zendesk and Zoom Phone for support interactions
- Looker & Zendesk Explore for reporting and analysis
- Confluence for documentation
- Zapier for automation
Requirements
Qualifications (Non-Negotiable Requirements)
- 5+ years of experience in Workforce Management, with 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
What will make you stand out?
- Experience with Zendesk WFM, Assembled, NICE, Playvox, or Verint is nice to have but client can provide trainings.
- 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
Job Type: Full-Time Permanent
Schedule: Monday to Friday-10PM to7AM (Manila Time) - Inclusive of 1-hour break
Location: BGC Taguig, Metro Manila, Philippines
Industry: Logistics & Shipping