Senior WFM Leader - Real-Time, Forecasting & Scheduling

ResultsCX; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

ResultsCX in Cebu City, Philippines is seeking a Workforce Management Supervisor to lead Real Time Management, Intraday Analysis, Forecasting and Scheduling for the site call center. You will build bench strength, develop relationships with internal WFM teams and clients, drive performance against KPIs, and implement staffing plans with contingency scenarios to improve margins and service levels.

This role requires 3+ years of leadership and 2+ years in contact center WFM, with strong MS Office

Qualifications

• Proven leadership in workforce management within contact centers.
• Strong analytical mindset with data-driven decision making.
• Experience with forecasting, scheduling, and intraday planning.

Responsibilities

• Lead analytical, data driven Workforce teams and intraday analysis.
• Develop bench strength by identifying and mentoring future WFM analysts.
• Collaborate with internal WFM and client teams to balance priorities.
• Drive site WFM process improvements to meet KPIs and service levels.
• Create strategic recommendations to improve productivity and costs.
• Oversee real time staffing, anti-variance efforts, and contingency plans.

Skills

Leadership

WFM

Data analysis

Forecasting

Scheduling

Communication

Education

High School Diploma or equivalent Workforce Management/Call Center Leadership

Tools

IEX

Verint

eWFM

CMS

Canvas

Avaya

Geotel

Microsoft Office

Job description

ResultsCX in Cebu City, Philippines is seeking a Workforce Management Supervisor to lead Real Time Management, Intraday Analysis, Forecasting and Scheduling for the site call center. You will build bench strength, develop relationships with internal WFM teams and clients, drive performance against KPIs, and implement staffing plans with contingency scenarios to improve margins and service levels.

This role requires 3+ years of leadership and 2+ years in contact center WFM, with strong MS Office