Workforce Management Manager

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

We are seeking a seasoned Workforce Management (WFM) Manager to oversee forecasting, capacity planning, scheduling, and real-time operations across multiple client programs, including Chipotle, True Religion Jeans, and JL Beauty. This role demands strong analytical acumen, leadership, and cross-functional collaboration to ensure operational efficiency and consistent achievement of service level goals.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Forecasting & Capacity Planning

• Develop short-and long- term forecasts (daily, weekly, monthly) for assigned client programs.
• Create headcount and staffing models that account for attrition, absenteeism, and seasonal or ramp-up plans.
• Collaborate with Recruitment and Operations to support proactive hiring and backfill strategies.
• Maintain a rolling 90-day forecast accuracy tracker and present insights to the Director of Operations and U.S. WFM partners.

Scheduling & Real-Time Management

• Lead the creation and optimization of agent schedules based on forecasted volumes across voice, chat, and email channels.
• Monitor real-time adherence (RTA) to ensure service level and productivity targets are met.
• Use live dashboards to identify performance gaps and implement adjustments such as RDOT, OT, or VTO.
• Coordinate with Team Leads, SOMs, and HR to validate attendance and ensure login compliance for both onsite and remote agents.
• Escalate coverage or performance risks to leadership and client WFM teams as needed.

Analytics & Reporting

• Produce daily, weekly, and monthly reports on key WFM metrics including Service Levels, AHT, Occupancy, Shrinkage, and Utilization.
• Conduct variance, trend, and root cause analyses to identify operational gaps and improvement opportunities.
• Create actionable data visualizations using Power BI or Excel for internal and client-facing reviews.
• Collaborate with Operations and Finance to deliver productivity and efficiency reports by site, team, and shift.
• Track attendance, leave patterns, and tardiness to support strategic planning.

Leadership & Collaboration

• Manage and mentor WFM team members including Schedulers, RTA Analysts, and Forecasters.
• Align methodologies and reporting standards with U.S.-based WFM and client teams.
• Partner with HR and Recruitment to validate staffing rosters and resolve discrepancies.
• Participate in daily stand-ups and weekly operations meetings to provide data-driven insights and recommendations.

Onsite & Compliance Oversight

• Maintain a presence on the production floor to verify attendance, support during outages, and provide real-time assistance.
• Ensure system uptime, login compliance, and shift adherence in coordination with IT and Operations.
• Support contingency and disaster recovery efforts during weather or connectivity disruptions.
• Manage onsite vs. remote agent ratios to maintain SLA and productivity balance.

Process Improvement

• Identify and lead initiatives to automate or standardize WFM processes.
• Enhance forecast accuracy through improved data integrity and integration of new data sources.
• Recommend and implement tools that improve workforce visibility, such as live adherence dashboards and Power BI integrations.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor's degree in Operations Management or equivalent combination of Training and Experience
• 5 years' experience in workforce planning preferably in a BPO or multi-client environment
• Demonstrated success in forecasting, scheduling, and real-time management.
• Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, advanced formulas).
• Experience with Power BI or Tableau for analytics and reporting.
• Familiarity with platforms like Zendesk, ServiceNow, and WFM systems such as Verint, NICE, or Genesys is a plus.
• Strong analytical thinking, communication, and leadership abilities.
• Must be based onsite in Pampanga.
• Willing to work flexible hours aligned with U.S. client schedules.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent

          Rank & File: ₱100,000 coverage

          Supervisors/Managers: ₱120,000 coverage

• Dental Coverage

          In-house dental assistance worth ₱5,000, giving you easier access to quality care

• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats!

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.