Manager, Workforce

Intelogix; Manila; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

InteLogix in Manila is seeking a Manager, Workforce Management to lead scheduling and real-time staffing across accounts. The role encompasses overseeing the WFM function, ensuring optimal capacity, and driving adherence in a dynamic contact center environment.

You will supervise WFM Supervisors and Analysts, drive forecasting accuracy, and collaborate with operations to optimize service levels across multi-site operations in the region.

Qualifications

• Minimum 3 years in Workforce Management in a contact center environment.

Responsibilities

• Schedule and publish weekly schedules for all accounts; process changes and shift swaps.
• Monitor intraday adherence and service levels; perform intraday reforecasting.
• Own the compliance calendar; ensure zero scheduling violations across multiple countries.
• Deliver regional reporting on schedule adherence; provide capacity outlook for operations review.
• Supervise WFM Supervisors and Analysts; conduct regular 1:1s and identify development needs.

Skills

Workforce Management

Scheduling

Real-time management

WFM tools

Tools

Scheduling software

WFM tools

Job description

## Manager, WorkforceApplylocations: PHL\_Site\_ Manila\_Estanciatime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR101157**Who we are:**InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.**KEY RESPONSIBILITIES****Scheduling*** Build and publish weekly schedules for all accounts* Manage schedule change requests, exception processing, and shift swap approvals* Optimize scheduling to minimize overstaffing and understaffing at interval level* Ensure schedules reflect current capacity plan inputs and forecast volumes**Real-Time Management*** Monitor intraday adherence and service levels across all accounts* Execute intraday reforecasting when volume deviates significantly from plan* Escalate and manage real-time staffing adjustments — overtime, voluntary time off, emergency coverage* Maintain RTM dashboard accuracy with same-day resolution of data discrepancies**Compliance*** Own the compliance calendar* Conduct monthly compliance review of scheduling outputs; document findings* Ensure zero scheduling violations across both countries; escalate risks immediately**Reporting & Analytics*** Deliver regional reporting suite on schedule and with documented accuracy* Produce weekly adherence and schedule effectiveness reports for operations review* Provide short-term outlook for Americas accounts as input to monthly capacity plan**People Management*** Supervise WFM Supervisors and Analysts* Conduct regular 1:1s and structured performance conversations* Identify technical gaps in team; escalate development needs to Sr. WFM Manager**REQUIREMENTS****Non-Negotiable*** Minimum 3 years in Workforce Management in a contact center environment* Direct scheduling and real-time management experience in a multi-site environment* Working knowledge of different rules relates to scheduling* Proficiency in WFM tools and scheduling software* Demonstrated ability to manage adherence performance and intraday operations**Strongly Preferred*** Experience managing WFM Global Operations* Familiarity with interval-level forecasting and Erlang C methodology* Has supervised direct reports in a WFM or operations environment