Manager of Support Workforce Management (WFM)
About us
At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.
The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
Win as One. Delight Customers. Deliver Great Outcomes.
About the role
We’re looking for a Manager to lead the workforce management team responsible for staffing strategy, real-time performance, and data-driven reporting across Auctane’s Customer Support organization. You’ll oversee both tactical day-to-day WFM operations and high-level reporting that drives strategic decisions. This is a hands-on leadership role that combines workforce expertise, people management, and analytical rigor.
Location: Manila, Philippines (fully onsite)
Working Hours: 8am to 5pm CT
Training: ~3 weeks
Compensation: TBD
About the team
The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance—proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions.
What will you be doing?
- Lead, mentor, and develop a team of WFM professionals responsible for real-time queue management, reporting, and capacity planning
- Drive the long-term strategy for WFM processes, reporting automation, and tooling
- Oversee development and accuracy of all WFM dashboards and performance reports (real-time, daily, weekly, and monthly)
- Partner with support leadership, BPO vendors, and FP&A to align staffing with business goals and budget
- Provide insights and recommendations based on performance trends, capacity modeling, and historical data
- Ensure operational efficiency by identifying gaps in scheduling, adherence, and reporting
- Own relationships with WFM tools, BI platforms, and internal data teams
- Represent the WFM function in cross-functional planning, forecasting, and headcount discussions
What are we looking for?
- 5+ years of experience in Workforce Management, with at least 2 years in a people management role
- Deep understanding of WFM principles (forecasting, scheduling, intraday management, shrinkage modeling)
- Experience working with BPOs or global support teams across multiple time zones and channels
- Strong analytical skills and familiarity with data visualization/reporting tools (Looker, Tableau, Google Sheets)
- Experience with WFM platforms like Zendesk WFM, Assembled, NICE, Playvox, or Verint
- Strategic mindset with the ability to zoom out for planning while managing execution details
- Excellent communication and cross-functional collaboration skills
- Comfortable influencing leadership and advocating for operational needs using data
What will make you stand out?
- SQL skills and experience working directly with BI or data engineering teams
- Demonstrated success scaling a WFM function or launching new channels or tools
- Experience automating reporting or streamlining WFM processes
- Passion for mentorship and building high-performing, collaborative teams
- Proven ability to make data-driven decisions in a high-growth or dynamic environment
The Tech
We leverage the following tools to power our operations:
Google Suite & Confluence for communication and documentationSlack for cross-functional collaboration
- Zendesk Workforce Management for scheduling, forecasting, and real-time management
- Zendesk and Zoom Phone for support interactions
- Looker & Zendesk Explore for reporting and analysis
Confluence for documentationZapier for automation
What do we offer?
🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.
🩺 HMO Medical Insurance:
- Tiered Maximum Benefit Limit (MBL) based on job level.
- Comprehensive coverage for the employee and up to two (2) dependents.
🦷 Dental Insurance:
- Coverage for essential dental care services.
🧠 Mental Health & Employee Assistance Program (EAP):
- Access to confidential counseling and support services for mental health and personal challenges.
🏃 Wellness Program:
- Initiatives and resources designed to promote physical and mental well-being.
2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.
❤️ Life Insurance:
- Financial protection for your loved ones.
⚠️ Accidental Death and Dismemberment (AD&D) Insurance:
- Additional financial protection in the event of accidental death or dismemberment.
🍽️ Meal and Clothing Allowance:
- Up to 3,000 PHP per month for meal and clothing expenses.
🎯 Bonuses and Supplemental Income:
- Opportunity to earn extra wages through company contests and incentives.
3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.
🌴 Paid Vacation Days:
- 15 paid vacation days per year, with additional days increasing with tenure.
🤒 Paid Sick Days:
- 15 paid sick days per year.
🎉 Paid Holidays:
- Observation of statutory national and local holidays.
💐 Bereavement Leave:
- Supportive leave in times of personal loss.
4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.
📚 Education Benefits:
- Support for continuous learning and professional development.
🤝 Referral Program:
- Incentives for recommending great talent to join the team.