San Fernando, PH
POSITION OVERVIEWMCI 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 RESPONSIBILITIESForecasting & 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
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.
CONDITIONS OF EMPLOYMENT
Must be authorized to work in the country where the job is based.
Must be willing to submit 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.
COMPENSATION DETAILSStarting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
HMO coverage plus dependent coverage.
Dental coverage and in‐house dental assistance valued at ₱5,000.
Free meals during training.
Career growth and learning opportunities.
Allowances for rice, clothing, laundry, and meals.
Performance and loyalty bonuses.
Frequent workplace disinfection and fogging.
Employee shuttle services.
Company retreats and off‐site events.
In‐office rewards, raffles, recognition gifts, and treats.
Coverage amounts: Rank & File – ₱100,000; Supervisors/Managers – ₱120,000.
PHYSICAL REQUIREMENTSThis 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.
REASONABLE ACCOMMODATIONConsistent 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.
DIVERSITY AND EQUALITYAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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