Senior Genesys WFM & Multi‑Vendor Governance Lead

Acquire Intelligence; Metro Manila; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

Acquire Intelligence, a leading WFM outsourcer, seeks a seasoned Workforce Manager in the Philippines to oversee multi‑vendor WFM operations and the Genesys Cloud CX setup, ensuring alignment to client targets.

You will own forecast accuracy, scheduling governance, and enterprise‑wide WFM improvements, chair governance reviews with the client, manage vendor performance, and drive SLA attainment across queues and channels, delivering consistent KPI outcomes for the enterprise.

Qualifications

• 7+ years in workforce management or contact center planning.
• Experience leading multi‑vendor WFM or Command Centre operations.
• Strong forecasting, capacity planning, and staffing optimization skills.
• Experience designing and configuring WFM tools and dashboards.

Responsibilities

• Own forecast methodology and headcount plans; sign off on reforecasts and scenarios.
• Chair governance reviews with the client; present KPI performance and improvement recommendations.
• Manage escalations and vendor coordination to address SLA breaches and gaps.
• Own WFM governance framework, including RACI, reporting standards, and escalation paths.
• Lead the WFM as a Service model and ensure consistent WFM standards across vendors.
• Oversee Genesys WFM configuration, forecasting, scheduling, and real-time adherence.
• Develop and coach a high-performance WFM team and manage staff allocations.

Skills

Forecasting

WFM management

Vendor management

Analytical thinking

Leadership

Tools

Genesys Cloud CX

Power BI

Excel

SQL

Job description

Acquire Intelligence, a leading WFM outsourcer, seeks a seasoned Workforce Manager in the Philippines to oversee multi‑vendor WFM operations and the Genesys Cloud CX setup, ensuring alignment to client targets.

You will own forecast accuracy, scheduling governance, and enterprise‑wide WFM improvements, chair governance reviews with the client, manage vendor performance, and drive SLA attainment across queues and channels, delivering consistent KPI outcomes for the enterprise.