Senior Workforce Manager: Real-Time Scheduling & Analytics

InteLogix; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

InteLogix is seeking a seasoned Workforce Management leader to drive scheduling, real-time staffing, and compliance across multiple accounts in the Manila area. The role emphasizes data-driven decisions, adherence improvement, and cross-site collaboration with operations.

You will deliver regional reports and optimize capacity planning for Americas accounts. Ideal candidates bring minimum 3 years in WFM within contact centers, strong analytics, and experience supervising WFM teams.

Qualifications

• Minimum 3 years in Workforce Management in a contact center environment.
• Direct scheduling and real-time management experience in a multi-site environment.
• Proficiency with scheduling rules and WFM tools.
• Strong adherence performance management capabilities.

Responsibilities

• Schedule and publish weekly schedules for all accounts and manage change requests.
• Monitor intraday adherence and adjust staffing in real time across sites.
• Own the compliance calendar and ensure zero scheduling violations.
• Deliver regional reporting and weekly adherence/efficiency metrics.
• Supervise WFM Supervisors and Analysts; conduct regular performance conversations.

Skills

Workforce Management

Cross-site coordination

Analytical skills

Leadership

Tools

WFM software

Forecasting tools

Job description

InteLogix is seeking a seasoned Workforce Management leader to drive scheduling, real-time staffing, and compliance across multiple accounts in the Manila area. The role emphasizes data-driven decisions, adherence improvement, and cross-site collaboration with operations.

You will deliver regional reports and optimize capacity planning for Americas accounts. Ideal candidates bring minimum 3 years in WFM within contact centers, strong analytics, and experience supervising WFM teams.