Senior Workforce Manager, WFM & Scheduling

GC Services Limited Partnership d/b/a InteLogix; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

InteLogix is a leading provider of integrated solutions for customer engagement based in Manila. The role focuses on Workforce Management, building weekly schedules, real-time intraday control, and capacity planning across multi-site accounts.

Ideal candidates have 3+ years in WFM, experience with forecasting, Erlang C, and supervising WFM teams. The team values data-driven staffing and operational excellence across 19 global centers.

Qualifications

• Minimum 3 years in Workforce Management in a contact center.
• Direct scheduling and real-time management experience in a multi-site environment.
• Working knowledge of scheduling rules and WFM tools.
• Experience managing WFM Global Operations is highly preferred.
• Familiarity with interval-level forecasting and Erlang C methodology.
• Has supervised direct reports in a WFM or operations environment.

Responsibilities

• Build and publish weekly schedules for all accounts.
• Manage schedule changes and shift swap approvals.
• Optimize scheduling to avoid over/under staffing.
• Ensure schedules align with capacity forecasts.
• Monitor intraday adherence and service levels.
• Execute intraday reforecasting when volumes deviate.
• Escalate real-time staffing adjustments (OT, TO, coverage).
• Maintain RTM dashboard accuracy and resolve data issues.
• Own compliance calendar and conduct monthly reviews.
• Deliver regional reporting and weekly adherence reports.
• Provide short-term outlook for Americas capacity planning.
• Supervise WFM Supervisors and Analysts; conduct 1:1s.

Skills

WFM Experience

Multi-site scheduling

Forecasting & Erlang C

Leadership & coaching

Tools

WFM tools

Scheduling software

Job description

InteLogix is a leading provider of integrated solutions for customer engagement based in Manila. The role focuses on Workforce Management, building weekly schedules, real-time intraday control, and capacity planning across multi-site accounts.

Ideal candidates have 3+ years in WFM, experience with forecasting, Erlang C, and supervising WFM teams. The team values data-driven staffing and operational excellence across 19 global centers.