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 for healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by on‑site and remote agents, leveraging advanced technologies to enhance 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 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 requires strong analytical acumen, leadership, and cross‑functional collaboration to ensure operational efficiency and consistent achievement of service level goals.
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
- 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 such as 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 versátil hours aligned with U.S. client schedules.
Compensation Details
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Benefits
- Health Maintenance Organization (HMO) coverage plus a dependent for Rank & File and Supervisors/Managers.
- Dental coverage.
- Meal allowance during training and allowances for rice, clothing, laundry, and meals.
- Career growth and learning opportunities.
- Performance and loyalty bonuses.
- Frequent workplace disinfection and fogging.
- Employee shuttle services.
- Company retreats and off‑site events.
- Recognition gifts, raffles, and rewards.
Physical Requirements
This job operates in a professional office environment. While performing the duties, 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 may occasionally need to move about the office, 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
- 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.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based solely on merit and qualifications. We maintain a work environment free from discrimination and shall not tolerate discrimination or harassment. We consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
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