Senior Manager, APAC Workforce Planning

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead the day-to-day workforce management operation for APAC Fan Support, combining real-time intraday control, scheduling, and workforce strategy to ensure service levels are consistently met. Own queue performance and escalations, manage staffing and capacity with BPO partners, and build accurate schedules for multi-channel workstreams. Drive continuous improvement, optimize WFM tools and processes, and coach the Planning Assistant team as the contact centre evolves toward a digital-first environment.

Location: Manila

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own real-time management of APAC operations, monitoring intraday activity and ensuring service level targets across channels and workstreams.
•Act as first point of contact for intraday escalations, rebalancing resources and mitigating service impact.
•Build and maintain accurate APAC schedules, managing schedule change requests, exceptions, and shrinkage to balance coverage and cost.
•Provide day-to-day direction, coaching, and performance management to the Planning Assistant – APAC team.
•Identify opportunities to improve workforce processes, tools, and ways of working, including implementing WFM improvements and coordinating with internal departments.

Key Requirements

•Proven experience in workforce management, specifically real-time/intraday operations.
•Strong understanding of omnichannel contact centre environments across voice, chat, and email.
•Experience managing real-time delivery across multi-market, BPO-led environments.
•Strong analytical capability to interpret complex data and translate it into operational action.
•Strong working knowledge of WFM and routing tools (e.g., Peopleware, Five9, Zendesk).

Experience:Contact centreWorkforce managementBPOOmnichannel

Skills:LeadershipCollaborationCommunicationAnalytical thinkingResults orientation

Tech Stack:WFMPeoplewareFive9Zendesk

Company Brief

Live Nation Entertainment

Industry: Events & Live Entertainment

Website

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Live Nation Entertainment

4 weeks ago

Senior Manager, APAC Workforce Planning

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•Own real-time management of APAC operations, monitoring intraday activity and ensuring service level targets across channels and workstreams.
•Act as first point of contact for intraday escalations, rebalancing resources and mitigating service impact.
•Build and maintain accurate APAC schedules, managing schedule change requests, exceptions, and shrinkage to balance coverage and cost.
•Provide day-to-day direction, coaching, and performance management to the Planning Assistant – APAC team.
•Identify opportunities to improve workforce processes, tools, and ways of working, including implementing WFM improvements and coordinating with internal departments.

Key Requirements

•Proven experience in workforce management, specifically real-time/intraday operations.
•Strong understanding of omnichannel contact centre environments across voice, chat, and email.
•Experience managing real-time delivery across multi-market, BPO-led environments.
•Strong analytical capability to interpret complex data and translate it into operational action.
•Strong working knowledge of WFM and routing tools (e.g., Peopleware, Five9, Zendesk).

Experience:Contact centreWorkforce managementBPOOmnichannel

Skills:LeadershipCollaborationCommunicationAnalytical thinkingResults orientation

Tech Stack:WFMPeoplewareFive9Zendesk

Company Brief

Live Nation Entertainment

Industry: Events & Live Entertainment

Website