Job Purpose:

Workforce Manager will be establishing workforce management processes for Keywords Player Support such as but not limited to staffing, scheduling and capacity management. The Workforce Manager will be overseeing the Resourcing Team in Manila and coordinators across player support studios and drive process and program alignment. Workforce Manager is responsible for creating a workforce management team.

Key Responsibilities and Activities:

  • Responsible for over-all workforce management
  • Intraday operations
  • Staffing, scheduling and capacity planning which includes approval of holidays, etcetc.
  • Ensure that Service Levels are met
  • Participate in RFPs and provide options for over-all staffing
  • Create processes and initiatives that will improve utilization and productivity
  • Analyze impact of volume, handle time and shrinkage on the budget staffing requirement
  • Report staffing and performance opportunities in a timely fashion
  • Create forecasts and budget
  • Responsible for over-all workforce management budget
  • Recommend and initiate procurement request for workforce management tools that will help improve utilization and productivity
  • Build and manage reports and analytics
  • Ensure process alignment on all administrative tasks performed by Player Support Coordinators
  • Improve reports, data base and services that are within the scope of Resourcing Team
  • Drive compliance to workforce management processes and policies across the globe from top-down
  • Keep track of number of seats assigned to the service line per location and ensure seat utilization


  • Experience as Workforce Manager or similar in a BPO setting for at least 2 years
  • Strong background in forecasting, budgeting and capacity planning
  • Strong analytical skills
  • Can create a team and build processes and solutions from scratch
  • Bachelor’s degree preferably statistics, IT and management but experience will be more weighed in
  • Strong organizational skills
  • Excellent leadership skills
  • Able to work under pressure with minimum supervision
  • Proficiency in Excel, Excel Online, Google Sheets or similar tools
  • Excellent spoken and written English communication skills
  • Can interpret data and knows what to do with data
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics


  • 80k - 90k salary package
  • Possible early regularization
  • HMO coverage
  • Workers Insurance
  • SL and VL upon regularization
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