Retail Workforce Lead: Forecasting & Optimization

MicroSourcing; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive Rewards

Healthcare from day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Collaborative culture

Work-life harmony

Career growth

Inclusive teamwork

Job summary

MicroSourcing in the Philippines is seeking a Workforce Team Leader - Retail to lead Workforce Optimization teams, guiding forecasting, capacity planning, scheduling, real-time management and performance reporting across retail stores.

You will partner with Channel Leaders to align workforce strategies with business goals, coach the WFO teams, and drive continuous improvement while delivering service levels and productivity targets.

Qualifications

• 3–5+ years of Workforce Management experience in a Contact Centre or Retail environment.
• At least 1–2 years of leadership or supervisory experience.
• Strong experience in forecasting, scheduling, real-time management, and workforce analytics.

Responsibilities

• Develop forecasts to ensure resources meet service standards.
• Monitor and enhance demand plans through continuous improvement.
• Manage operational demand model and assumptions per contact type.
• Collaborate with Channels Leadership to scope demand forecast targets.
• Forecast workforce plans to meet future organizational needs.
• Support forecasting with data analysis, trends, and insights.
• Coach and mentor the WFO team to deliver accurate planning.
• Communicate workforce strategies, risks, and issues to stakeholders.

Skills

Forecasting

Scheduling

WFM

Leadership

Stakeholder Management

Data Analysis

Performance Reporting

Education

Bachelor's Degree in Business, IT, Mathematics, Statistics, Operations

Management or related field preferred

Tools

IEX

Dayforce

NICE WFM

Tableau

Job description

MicroSourcing in the Philippines is seeking a Workforce Team Leader - Retail to lead Workforce Optimization teams, guiding forecasting, capacity planning, scheduling, real-time management and performance reporting across retail stores.

You will partner with Channel Leaders to align workforce strategies with business goals, coach the WFO teams, and drive continuous improvement while delivering service levels and productivity targets.