Senior Workforce Management Lead: Forecasting & Scheduling

cnx; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

cnx is seeking a Sr. Manager Workforce Management in Makati to lead a team that builds accurate forecasts, capacity plans, schedules, and intraday management.

You will drive the execution of the workforce strategy and oversee cross-functional collaboration to optimize staffing and performance. The role requires 3+ years in a similar WFM leadership position, strong organizational and communication skills, and experience with forecasting tools.

Qualifications

• 3+ years of experience in a similar WFM leadership role.
• Proficiency with Microsoft Office.
• Strong organizational and communication skills.
• Ability to mentor, coach and direct a team.
• Experience with forecasting, capacity planning and scheduling software tools.

Responsibilities

• Review forecasts, schedules, and plans to ensure accuracy and adherence to standards.
• Partner with Business Development, Operations, and Clients to develop models for staffing and volume changes.
• Lead reviews of call center efficiency and service performance to meet client needs and financial targets.
• Ensure tools and software are configured and maintained to support Workforce Management.
• Develop forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

People management

Stakeholder comms

Multi-tasking

Team mentoring

Leadership

Analytical thinking

Education

Associate's degree in related field

Tools

Microsoft Office

Job description

cnx is seeking a Sr. Manager Workforce Management in Makati to lead a team that builds accurate forecasts, capacity plans, schedules, and intraday management.

You will drive the execution of the workforce strategy and oversee cross-functional collaboration to optimize staffing and performance. The role requires 3+ years in a similar WFM leadership position, strong organizational and communication skills, and experience with forecasting tools.