Senior Workforce Management Lead: Forecasting & Scheduling

CNX; Makati; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

CNX in Makati, Philippines, seeks a Sr. Manager Workforce Management to lead a team responsible for forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis.

This role drives the execution of the workforce strategy, partners with Operations, Business Development, and clients to model staffing changes, reviews call center efficiency, mentors a senior team, and ensures tools and processes support accurate, timely decisions.

Qualifications

• 3+ years in a similar workforce management role.
• Proficiency in Microsoft Office and Excel.
• Experience with forecasting, capacity planning, and scheduling.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and adherence.
• Collaborate with Business Development, Operations, and Clients on models for staffing and volume changes.
• Lead reviews of call center efficiency and performance to meet client needs and financial targets.
• Partner with support functions to ensure forecasting, planning, and scheduling tools are configured and maintained.
• Lead the development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Leadership

Mentoring

Communication

Attention to detail

Time management

Education

Associate’s degree

Tools

Microsoft Excel

Forecasting tools

Job description

CNX in Makati, Philippines, seeks a Sr. Manager Workforce Management to lead a team responsible for forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis.

This role drives the execution of the workforce strategy, partners with Operations, Business Development, and clients to model staffing changes, reviews call center efficiency, mentors a senior team, and ensures tools and processes support accurate, timely decisions.