Manager, Workforce

GC Services Limited Partnership d/b/a InteLogix; Manila; In loco; PHP 900.000 - 1.500.000; Tempo pieno

Descrizione del lavoro

InteLogix is a leading provider of integrated solutions for customer engagement based in Manila. The role focuses on Workforce Management, building weekly schedules, real-time intraday control, and capacity planning across multi-site accounts.

Ideal candidates have 3+ years in WFM, experience with forecasting, Erlang C, and supervising WFM teams. The team values data-driven staffing and operational excellence across 19 global centers.

Competenze

• Minimum 3 years in Workforce Management in a contact center.
• Direct scheduling and real-time management experience in a multi-site environment.
• Working knowledge of scheduling rules and WFM tools.
• Experience managing WFM Global Operations is highly preferred.
• Familiarity with interval-level forecasting and Erlang C methodology.
• Has supervised direct reports in a WFM or operations environment.

Mansioni

• Build and publish weekly schedules for all accounts.
• Manage schedule changes and shift swap approvals.
• Optimize scheduling to avoid over/under staffing.
• Ensure schedules align with capacity forecasts.
• Monitor intraday adherence and service levels.
• Execute intraday reforecasting when volumes deviate.
• Escalate real-time staffing adjustments (OT, TO, coverage).
• Maintain RTM dashboard accuracy and resolve data issues.
• Own compliance calendar and conduct monthly reviews.
• Deliver regional reporting and weekly adherence reports.
• Provide short-term outlook for Americas capacity planning.
• Supervise WFM Supervisors and Analysts; conduct 1:1s.

Conoscenze

WFM Experience

Multi-site scheduling

Forecasting & Erlang C

Leadership & coaching

Strumenti

WFM tools

Scheduling software

Descrizione del lavoro

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

• 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; escalab
• 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; elevate 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

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.