Senior WFM Lead: Real-Time Scheduling & Forecasting

EnableSME, Inc.; Pasig; Vor Ort; PHP 900.000 - 2.100.000; Vollzeit

Benefits dieser Stelle

Health and life insurance

20 leave credits

Career advancement

Laptop provided

Pasig office

Profit-sharing

In-house learning & AI

Zusammenfassung

enablesGROUP is seeking a Workforce Management Lead to own the end-to-end workforce cycle across our Philippine delivery operations. The role covers forecasting, capacity planning, schedule architecture, real-time management, coverage governance, and workforce reporting.

This hands-on position requires building staffing models from demand, managing shifts, and ensuring coverage during peak periods or changes in client forecasts. On-site in Ortigas with rotating schedules.

Qualifikationen

• 4+ years of contact centre Workforce Management experience.
• At least 2 years of hands-on ownership of scheduling and real-time management for a live client-facing program.
• Demonstrated ability to architect schedules from demand curves and rebuild them when requirements change.
• Strong experience building interval-level staffing, requirement, and coverage models independently.
• Advanced Excel skills, including SUMPRODUCT, INDEX/MATCH, array logic, and multi-sheet models.

Aufgaben

• Design workforce schedules directly from interval-level demand and staffing requirements.
• Determine shift start times, RDO patterns, break placement, and staffing distribution.
• Rebuild schedules on demand when forecasts or headcount change.
• Publish schedules with at least 14 days notice.
• Model alternate staffing scenarios to support decisions.

Kenntnisse

WFM experience

Schedule design

Excel skills

Power BI

WFM tools

Real-time management

Ausbildung

Bachelor's degree

Tools

NICE IEX

Verint

Calabrio

Genesys WFM

Python

SQL

Power BI

Jobbeschreibung

enablesGROUP is seeking a Workforce Management Lead to own the end-to-end workforce cycle across our Philippine delivery operations. The role covers forecasting, capacity planning, schedule architecture, real-time management, coverage governance, and workforce reporting.

This hands-on position requires building staffing models from demand, managing shifts, and ensuring coverage during peak periods or changes in client forecasts. On-site in Ortigas with rotating schedules.