Description
MCI is seeking a Workforce Management (WFM) Manager to oversee forecasting, capacity planning, scheduling, and real-time operations across multiple client programs. The role involves analytical acumen, leadership, and cross-functional collaboration to ensure operational efficiency and consistent achievement of service level goals. Responsibilities include developing forecasts, creating staffing models, optimizing agent schedules, monitoring real-time adherence, producing reports on WFM metrics, managing WFM team members, and ensuring onsite compliance. The ideal candidate should have a Bachelor's degree, 5 years of workforce planning experience, proficiency in Microsoft Excel and Power BI, and strong analytical and communication skills. Onsite presence in Pampanga is required.
