Senior WFM Leader: Capacity, Analytics & Client Insights

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Probe Group Philippines Inc. is seeking a senior WFM leader to manage end-to-end workforce planning and reporting for multi-campaign operations in Eastwood, Quezon City. You will drive capacity planning, seat utilization, and analytics to support client goals and operational excellence.

The role requires 10+ years in WFM, exceptional leadership and communication, and hands-on experience with forecasting and reporting. On-site position with diverse, global client engagement.

Qualifications

• Minimum of 10 years in Workforce Management (WFM) leadership and operations.
• Excellent communication and daily client/ops feedback experience.
• Willing to work on-site in Eastwood, Quezon City, Philippines.

Responsibilities

• Manage end-to-end WFM operations and deliverables for campaigns.
• Create staffing capacity plans based on contact forecasts and demand.
• Analyze daily, weekly, monthly, and annual contact patterns.
• Create and manage reporting and analytics across lines of business.
• Collaborate with clients and stakeholders to drive seat utilization and performance.
• Deliver client and management reports to plan operational and strategic outcomes.
• Coordinate cross-functional activities to reconcile variances from forecast.
• Ensure data availability and use robust performance metrics.

Skills

WFM leadership

Capacity planning

Data analysis

Stakeholder management

Reporting dashboards

Job description

Probe Group Philippines Inc. is seeking a senior WFM leader to manage end-to-end workforce planning and reporting for multi-campaign operations in Eastwood, Quezon City. You will drive capacity planning, seat utilization, and analytics to support client goals and operational excellence.

The role requires 10+ years in WFM, exceptional leadership and communication, and hands-on experience with forecasting and reporting. On-site position with diverse, global client engagement.