Lead, Workforce Planning & Real‑Time Forecasting

IBEX Global Solutions (Philippines) Inc.; Parañaque; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Manager to lead the WFM team responsible for planning and intraday management across call queues.

The role focuses on scheduling, forecasting, and resource optimization with collaboration across site leaders to ensure adequate staffing and peak-period contingencies. The ideal candidate has 5+ years in call center WFM, including managerial experience, and proficiency with WFM tools and advanced Excel.

Qualifications

• Bachelor’s Degree (any field) required.
• At least 5 years of related experience in call center workforce management, with 3 years in a managerial role.

Responsibilities

• Oversee day-to-day operations of the Workforce Management Real-time Adherence team.
• Maintain service levels while minimizing overtime costs.
• Create policies and procedures to standardize WFM functions.
• Lead forecasting, scheduling, and load balancing for call activities across sites.
• Develop and communicate site work schedules and transaction-based schedules.

Skills

Excellent communication skills

Analytical skills

Strong interpersonal skills

Organizational skills

Strong reporting skills

Education

Bachelor’s Degree (any field)

Six Sigma Black/Green Belt certification

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Advanced Excel

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Manager to lead the WFM team responsible for planning and intraday management across call queues.

The role focuses on scheduling, forecasting, and resource optimization with collaboration across site leaders to ensure adequate staffing and peak-period contingencies. The ideal candidate has 5+ years in call center WFM, including managerial experience, and proficiency with WFM tools and advanced Excel.