Workforce Manager

Overview

WFM MANAGER OPENING AT CARENET HEALTH 

 

ELIGIBILITY: FILIPINO CITIZEN

SET UP: ONSITE- CIRCUIT MAKATI

SHIFT: NIGHTSHIFT (CST)

 

The Manager, Workforce Management (WFM) plays a critical role in ensuring optimal staffing and operational efficiency to meet service and contractual goals. This position leads forecasting, capacity planning, and scheduling efforts to align workforce resources with business demand while balancing cost, quality, and performance.

 

If you have outbound dialer experience and are interested in driving operational efficiency and business performance, working in a collaborative environment with strong partnerships across teams, and showcasing your ability to make a meaningful impact through data-driven workforce strategies, apply now!

 

Responsibilities

Drive process innovation by enhancing existing WFM methodologies and developing scalable solutions that improve forecast accuracy, scheduling efficiency, and operational agility.

Lead weekly business performance reviews with WFM leadership and Operations, ensuring workforce metrics and billable targets remain aligned with contractual and client expectations.

Optimize capacity planning through proactive analysis of roster accuracy, staffing trends, and utilization patterns to sustain service consistency and efficiency.

Monitor and refine call routing strategies daily, providing actionable recommendations that improve service levels, agent productivity, and cost-to-serve outcomes.

Balance workforce supply and demand by managing VTO and OT targets, ensuring resource allocation supports both financial objectives and service commitments.

Leverage simulations and scenario analyses to test assumptions, model business changes, and guide strategic workforce decisions.

Synthesize performance insights into weekly updates for WFM leadership, highlighting key trends, risks, and opportunities for optimization.

Collaborate with Operations leaders through regular syncs to align workforce planning with business priorities, share performance insights, and implement continuous improvement initiatives.

Qualifications

• Bachelor's Degree in Business, Statistics, Operations Management 
• Minimum 7 years of experience in WFM with at least 5 years of leadership experience, forecasting, or analytics within a call center, healthcare, or similar high-volume environment handling Planners, Schedulers and RTAs
• Experience handling program/s using an outbound dialer / predictive dialer
• Proven expertise in capacity planning, forecasting, scheduling, and performance reporting.
• Strong proficiency with WFM platforms such as Verint, Genesys, IEX, or NICE, and advanced capability in Microsoft Excel and data visualization tools.
• Strong communication skills and exceptional analytical and problem-solving skills
• Excellent organizational and time management skills; able to manage multiple priorities in a dynamic, fast-paced environment.
• Proven ability in developing high-performing teams

 

Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.

 

Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

 

Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.