Workforce Manager

Discover Financial
Manila
Workplace: HybridFull timeFunction: Business OperationsSkills: ["Analytical","Quantitative","Data-driven decision-making","Results-oriented","People management"]

Lead workforce management for Workforce Canada by building annual workforce plans and driving forecasting, budgeting, capacity planning, access support, and reporting/data management. Partner cross-functionally to optimize staffing, workload distribution, and operational efficiency across call/contact center operations. Manage a team of WFM managers/professionals, ensure data accuracy through audits, and improve scheduling, access management, and service delivery through actionable insights.

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Discover Financial
Discover Financial
5 days ago

Workforce Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead workforce management for Workforce Canada by building annual workforce plans and driving forecasting, budgeting, capacity planning, access support, and reporting/data management. Partner cross-functionally to optimize staffing, workload distribution, and operational efficiency across call/contact center operations. Manage a team of WFM managers/professionals, ensure data accuracy through audits, and improve scheduling, access management, and service delivery through actionable insights.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Develop and implement an annual workforce management plan, including workforce budgeting, capacity planning, and long-term forecasting aligned to business objectives.
  • •Provide periodic performance and staffing data to leadership by analyzing daily/weekly/monthly workforce trends and ensuring reporting/data accuracy for volume forecasts, shrinkage, capacity models, DID, and HR roster.
  • •Conduct scheduled and random audits to ensure compliance with applicable laws and regulations and identify improvement opportunities across forecasting, scheduling efficiency, access management, and capacity planning.
  • •Provide leadership to a team of WFM managers/professionals, including hiring/termination, approval of time records, schedule adherence, mentoring, performance reviews, and pay recommendations.
  • •Maintain cross-functional partnerships (HR, Operations, Finance, CRE, and Canadian leadership teams) to influence workforce availability, service delivery, and customer satisfaction.

Key Requirements

  • •College graduate
  • •2+ years of experience in Workforce Management (Forecasting, Capacity Planning, or Budgeting/Resource Planning)
  • •2+ years of experience in a Management/Managerial capacity leading teams
  • •5 years of working experience in a call center/contact center operations or WFM environment
  • •Amenable to work in a hybrid set up and a night shift schedule
Experience:Call centerContact centerWorkforce managementForecastingCapacity planningBudgeting
Skills:AnalyticalQuantitativeData-driven decision-makingResults-orientedPeople management
Tech Stack:ExcelSheets

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn