Senior Workforce Management Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced Workforce Management Leader to oversee end-to-end staffing, forecasting, and scheduling for a multi-site contact center. You will drive capacity planning, optimize resource allocation, and coach a high-performing WFM team to meet service levels.

The role requires deep expertise in WFM tools (NICE, Verint, Genesys) and strong analytical skills to translate data into actionable decisions that improve efficiency and cost metrics.

Qualifications

• Bachelor's degree or equivalent commensurate work experience required.
• 12–14+ years of experience in Workforce Management with 8–10 years in a leadership/management role.
• Hands-on experience with WFM tools such as NICE, Verint, Aspect, Genesys, or other WFM platforms.
• Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, etc.
• Strong understanding of contact center operations, analytics, and reporting.
• Advanced Excel, Power BI, and scripting for reporting and automation.
• Philippine passport holders only.

Responsibilities

• Lead end-to-end resource planning and staffing augmentation across contact center operations.
• Drive capacity planning by assessing staffing gaps and optimizing resource allocation.
• Collaborate with stakeholders to translate workforce requirements into staffing plans.
• Oversee design, development, and execution of workforce schedules across multiple lines of business.
• Optimize shift design and staffing to meet service levels and cost efficiency.
• Manage scheduling exceptions and coverage gaps for uninterrupted operations.
• Monitor real-time performance and staffing adherence to ensure stability.
• Lead RCA for service level misses and drive continuous improvements.

Skills

Leadership

Forecasting

Workforce scheduling

Data analysis

Power BI

Excel

Strategic planning

Mentoring

Communication

Education

Bachelor's degree

Tools

NICE

Verint

Aspect

Genesys

Avaya

Cisco

Amazon Connect

Five9

Power Automate

Power Apps

Job description

Hammerjack Pty Ltd in the Philippines seeks an experienced Workforce Management Leader to oversee end-to-end staffing, forecasting, and scheduling for a multi-site contact center. You will drive capacity planning, optimize resource allocation, and coach a high-performing WFM team to meet service levels.

The role requires deep expertise in WFM tools (NICE, Verint, Genesys) and strong analytical skills to translate data into actionable decisions that improve efficiency and cost metrics.