Senior Workforce Management Lead—Forecasting & Scheduling

SmartRecruiters, Inc.; Iloilo City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Best in class benefits including free

HMO coverage for self and dependent

Job summary

WNS is seeking a Workforce Management Senior/Lead Associate to join our capable WFM/MIS team in the Philippines. You will manage end-to-end forecasting, capacity planning, scheduling, and real-time management to support service levels across multiple clients.

The role requires 2+ years in BPO and 1 year in RTA, with strong telephony systems knowledge, data analytics, and proficiency in MS Office; Cisco Webex exposure is a plus.

Qualifications

• At least 2 years in BPO.
• At least 1 year RTA experience.
• Strong understanding of telephony systems and call center technology.
• Experience with real-time queue monitoring and data analytics.
• Familiarity with forecasting and schedule generation is a plus.
• Proficiency in Microsoft Word, Excel and PowerPoint.

Responsibilities

• Manage end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.
• Monitor staffing, service levels, and operational performance to support business requirements.
• Generate regular and ad-hoc reports, dashboards, and performance insights.
• Identify risks and performance gaps, conduct root cause analysis, and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
• Support team development through coaching, training, and effective communication.

Skills

Real-time queue monitoring

Data analytics

Cisco Webex

Tools

Cisco Webex

Microsoft Word

Excel

PowerPoint

Job description

WNS is seeking a Workforce Management Senior/Lead Associate to join our capable WFM/MIS team in the Philippines. You will manage end-to-end forecasting, capacity planning, scheduling, and real-time management to support service levels across multiple clients.

The role requires 2+ years in BPO and 1 year in RTA, with strong telephony systems knowledge, data analytics, and proficiency in MS Office; Cisco Webex exposure is a plus.