Job description
About the Role
As Workforce Manager for Project Nectar, you will be the data-driven force behind how our night shift runs at our Cavite facility. Working alongside our Supervisors and Annotators, you will use real-time performance data and forecasted demand to guide staffing decisions during peak hours, protect service levels, and keep the team positioned for success.
This is not a traditional people-management role. Our Supervisors already handle day-to-day floor support, so instead of managing individuals directly, you will provide the analytical insight and direction that keeps a 200+ person team performing at its best, and you will be a key point of contact for workforce performance with both internal leadership and the client.
What You'll Do
—Translate demand forecasts into staffing plans, shift rosters, and schedules for a 200+ person team.
—Monitor real-time queues and service levels, making live decisions on breaks, reallocation, and skill-based routing to protect SLAs.
—Guide and direct Team Leaders and Supervisors on forecasting and schedules.
—Track and report on core workforce KPIs, including Service Level, Occupancy, Utilization, Shrinkage, Adherence, AHT, Attrition, and Absenteeism.
—Build dashboards and reports that give leadership clear visibility into shift and project performance.
—Identify the trends and root causes behind KPI shifts, and drive corrective action plans.
—Act as the primary point of contact for workforce matters on your shift, liaising with client stakeholders and internal teams such as HR, IT, and Facilities.
What You'll Bring
—2 to 4+ years of experience in Workforce Management, Operations, or Shift Management within a BPO/contact center or large-scale operations environment.
—Proven experience managing forecasting, scheduling, and real-time management for a workforce of 150+ employees, including peak-hour surges.
—Strong Excel and data analysis skills; experience with BI tools such as Power BI or Tableau is a plus.
—Experience influencing or guiding Team Leaders and Supervisors without needing formal management authority.
—Willingness to work on-site in Cavite on a night shift, with flexibility for rotating hours as demand shifts.
Nice to Have
—Experience on outsourced or managed services projects.
—Experience in a start-up or ramp-up project environment, including new project mobilisation.
—Experience working directly with international or offshore clients.
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