Senior WFM Leader: Capacity Planning & Stakeholder Liaison

Probe CX; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Probe CX in the Philippines seeks a seasoned Workforce Management leader to own capacity planning and seat management across campaigns from its Eastwood, Quezon City operations. You will build staffing forecasts, analyze demand and utilization, and drive data-driven decisions with clients and internal teams to optimize performance.

The role requires strong leadership, exceptional communication, and a track record of delivering accurate reporting and actionable insights to meet operational

Qualifications

• At least 10 years experience in WFM.
• Exemplary Leadership skills – already had experience handling a group of people.
• Superb Communication – daily feedback with client and Operations.
• Must be amenable work in Eastwood, Quezon City.

Responsibilities

• Manage end to end Capacity Planning & Seat Management across campaigns.
• Create or builds staffing capacity plans based on contact forecast.
• Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization.
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.

Skills

WFM

Leadership

Communication

Client liaison

Job description

Probe CX in the Philippines seeks a seasoned Workforce Management leader to own capacity planning and seat management across campaigns from its Eastwood, Quezon City operations. You will build staffing forecasts, analyze demand and utilization, and drive data-driven decisions with clients and internal teams to optimize performance.

The role requires strong leadership, exceptional communication, and a track record of delivering accurate reporting and actionable insights to meet operational