Senior Manager, APAC Workforce Planning

Job Summary

The Senior Manager, APAC Workforce Planning will be responsible for the day‑to‑day workforce management operation across APAC operations. Working at the intersection of real‑time management, scheduling, and broader workforce strategy, this role ensures staffing is optimised, service levels are consistently met, and continuous improvement is achieved.

Location: Philippines

Division: Fan Support

Line Manager: Senior Director, Global Workforce Planning & Forecasting

Contract Terms: Permanent, 40 hours per week

Real‑Time Management

• Own real‑time management of the APAC operations, monitoring intraday activity and ensuring service level targets are met across all channels and workstreams.
• Act as the first point of contact for intraday escalations, making swift decisions to rebalance resources and mitigate service impact.
• Monitor queue performance, agent adherence and contact volumes in rea...