Manager Workforce Management

Lancesoft Philippines; Cebu City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Lancesoft Philippines is seeking a senior Leader to drive end-to-end resource planning and staffing for its Cebu City contact center operations. You will own capacity planning, shift design, and real-time adherence to meet service targets and cost efficiency.

The role requires hands-on WFM tool experience (NICE, Verint, Aspect, Genesys) and deep knowledge of telephony systems (Avaya, Cisco, Amazon Connect, Five9).

Qualifications

• Bachelor’s degree or equivalent commensurate work experience.
• 12–14+ years in Workforce Management with 8–10 years in a leadership/management role.
• Hands‑on experience with WFM tools such as NICE, Verint, Aspect, Genesys, or other industry‑standard WFM platforms.
• Hands‑on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, etc.
• Strong understanding of contact center operations, systems, and end‑to‑end call center environments.
• Proven analytical experience with the ability to interpret complex operational data and translate it into actionable insights.
• Strong understanding of workforce scheduling, forecasting, and workforce model development.
• Experience in forecasting tools and statistical modelling using R, R Studio, and Python.
• Experience in designing, implementing, and supporting contact center and back‑office reporting and analytics solutions.
• Exposure to automation tools and techniques (e.g., Power Automate or similar).
• Advanced proficiency in Excel with working knowledge of Power BI, Tableau, Power Apps, and coding/scripting for reporting.

Responsibilities

• Lead end-to-end resource planning and staffing across contact center operations.
• Drive capacity planning by assessing staffing gaps, optimizing resource allocation, and ensuring effective utilization of available workforce.
• Collaborate with Operations and Business stakeholders to translate workforce requirements into actionable staffing plans that support service levels and cost efficiency.
• Oversee the design, development, and execution of workforce schedules across multiple lines of business, ensuring alignment with operational requirements.
• Optimize shift design and staffing allocation to meet service level targets while improving overall resource efficiency.
• Manage scheduling exceptions, including shift swaps and coverage gaps, to ensure uninterrupted operational continuity.
• Monitor real-time performance, service levels, and staffing adherence to ensure operational stability.
• Drive intraday actions such as reallocation of resources, reforecasting, and escalation management to address demand fluctuations.
• Ensure timely response to volume spikes, outages, and operational disruptions to maintain service continuity.
• Enable proactive decision-making to sustain consistent service delivery performance.
• Lead RCA for service level misses, staffing gaps, operational inefficiencies, identifying key trends, patterns, and root drivers impacting workforce performance.
• Develop and implement corrective and preventive actions, driving continuous improvement across workforce processes, tools, and governance frameworks.
• Conduct cost-benefit analysis for workforce decisions, including staffing models, overtime, and capacity adjustments, ensuring optimal resource utilization.
• Ensure adherence to workforce policies, planning standards, and operational guidelines while maintaining audit-ready documentation across all WFM processes.
• Drive standardization and implementation of best practices to strengthen governance and consistency in workforce management operations.
• Lead and develop the Workforce Management team by building capabilities, ensuring performance excellence, and strengthening overall team effectiveness.
• Foster a culture of accountability, ownership, and data-driven decision-making through continuous coaching, mentoring, and performance management.

Skills

Leadership

Forecasting

WFM Tools

Analytics

Excel

Power BI

Python

R

Automation

SLA Management

Education

Bachelor’s degree or equivalent

Tools

NICE

Verint

Aspect

Genesys

Avaya

Cisco

Amazon Connect

Five9

Job description

• Lead end-to-end resource planning and staffing augmentation across contact center operations to ensure alignment with business demand and service requirements.
• Drive capacity planning by assessing staffing gaps, optimizing resource allocation, and ensuring effective utilization of available workforce.
• Collaborate with Operations and Business stakeholders to translate workforce requirements into actionable staffing plans that support service levels and cost efficiency.
• Oversee the design, development, and execution of workforce schedules across multiple lines of business, ensuring alignment with operational requirements.
• Optimize shift design and staffing allocation to meet service level targets while improving overall resource efficiency.
• Manage scheduling exceptions, including shift swaps and coverage gaps, to ensure uninterrupted operational continuity.
• Monitor real-time performance, service levels, and staffing adherence to ensure operational stability.
• Drive intraday actions such as reallocation of resources, reforecasting, and escalation management to address demand fluctuations.
• Ensure timely response to volume spikes, outages, and operational disruptions to maintain service continuity.
• Enable proactive decision-making to sustain consistent service delivery performance.
• Lead RCA for service level misses, staffing gaps, operational inefficiencies, identifying key trends, patterns, and root drivers impacting workforce performance.
• Develop and implement corrective and preventive actions, driving continuous improvement across workforce processes, tools, and governance frameworks.
• Conduct cost-benefit analysis for workforce decisions, including staffing models, overtime, and capacity adjustments, ensuring optimal resource utilization.
• Ensure adherence to workforce policies, planning standards, and operational guidelines while maintaining audit-ready documentation across all WFM processes.
• Drive standardization and implementation of best practices to strengthen governance and consistency in workforce management operations.
• Lead and develop the Workforce Management team by building capabilities, ensuring performance excellence, and strengthening overall team effectiveness.
• Foster a culture of accountability, ownership, and data-driven decision-making through continuous coaching, mentoring, and performance management.

Qualifications:

• Bachelor’s degree or equivalent commensurate work experience required.
• 12–14+ years of experience in Workforce Management, including 8–10 years in a leadership/management role with demonstrated capability to lead, mentor, develop, and retain talent.
• Hands‑on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry‑standard WFM platforms.
• Hands‑on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, and other leading contact center technologies in the market.
• Strong understanding of contact center operations, systems, and end‑to‑end call center environments.
• Proven analytical experience with the ability to interpret complex operational data and translate it into actionable insights.
• Strong understanding of workforce scheduling, forecasting, and workforce model development.
• Preferable experience in forecasting tools and statistical modelling using R, R Studio, and Python.
• Experience in designing, implementing, and supporting contact center and back‑office reporting and analytics solutions.
• Exposure to automation tools and techniques (e.g., workflow automation, macros, scripting, or process automation using platforms such as Power Automate or similar).
• Advanced proficiency in Excel along with working knowledge of Power BI, Tableau, Power Apps, and coding/scripting for reporting, analytics, and automation.
• Demonstrated ability to think strategically, develop plans aligned with business and corporate objectives, and execute effectively.
• Results‑oriented mindset with the ability to influence, motivate, and drive teams toward achieving business goals.