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JOB DETAILS

Workforce Management Manager (Center of Excellence Lead)

CompanyQualfon
LocationCebu City
Work ModeOn Site
PostedNovember 15, 2026
About The Company
Qualfon provides 360 degrees of customer experience support for your business with mission-driven processes that keep each person at the heart of every interaction. We lead the way with AI-enabled strategies and person-focused CXM solutions that enhance your brand and improve your customer’s lives. Whether your goal is to increase the lifetime value and loyalty of your customers or make your operations more effective, Qualfon can help you succeed with tailor-made solutions that balance efficiency, scale, and empathy in equal measure.
About the Role

Overview

Workforce Management Center of Excellence (CoE) Lead

 

The Workforce Management (WFM) Center of Excellence Lead is responsible for establishing and governing WFM best practices, standards, and methodologies across the organization. This role serves as the central authority for WFM data governance, analytics, business insights, and continuous improvement initiatives, ensuring the accuracy, consistency, and integrity of workforce planning and operational performance data.

 

The WFM CoE Lead partners with Operations, Finance, Technology, and Business Leaders to drive data-driven decision making, optimize workforce strategies, and enhance forecasting, scheduling, capacity planning, and reporting capabilities. The role identifies improvement opportunities through advanced analytics, develops actionable insights, and leads transformation initiatives that improve operational efficiency, service delivery, and employee experience.

Responsibilities

Key Responsibilities

  • Establish and maintain WFM data governance frameworks, standards, and controls.

  • Ensure data accuracy, consistency, integrity, and compliance across WFM systems and reporting platforms.

  • Develop and deliver workforce analytics, dashboards, and actionable business insights to support strategic and operational decisions.

  • Identify trends, risks, and opportunities through performance analysis and root-cause investigations.

  • Lead continuous improvement initiatives to enhance WFM processes, tools, methodologies, and operating models.

  • Drive standardization and adoption of WFM best practices across business units and geographies.

  • Partner with stakeholders to prioritize improvement opportunities and implement sustainable solutions.

  • Provide thought leadership on workforce optimization, planning strategies, and emerging WFM technologies.

  • Monitor key performance indicators (KPIs) and measure the impact of process improvement initiatives.

Success Measures

  • Improved data quality and reporting accuracy.

  • Increased forecasting and staffing effectiveness.

  • Enhanced operational efficiency and productivity.

  • Standardized WFM processes and governance practices.

Key Skills
Workforce ManagementData GovernanceData AnalyticsBusiness InsightsForecastingSchedulingCapacity PlanningPerformance AnalysisProcess ImprovementStrategic PlanningOperational EfficiencyKPI ManagementChange ManagementStakeholder ManagementReporting
Categories
Management & LeadershipData & AnalyticsCustomer Service & SupportAdministrative
Job Information
📋Core Responsibilities
The WFM Center of Excellence Lead is responsible for establishing and governing workforce management best practices, standards, and methodologies across the organization. This role drives data-driven decision-making by managing data governance, analytics, and continuous improvement initiatives to optimize operational performance.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
10414
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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