Senior Workforce Planning & Forecasting Lead

IntouchCX; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

IntouchCX in Manila, Philippines, is seeking a Senior Workforce Manager to direct the WFM department across a line of business. You will oversee capacity planning, forecasting, and scheduling to optimize contact center performance and service levels.

You will lead a team, collaborate with partners, clients, and account managers, implement training needs, drive cost efficiencies, and develop contingency plans to ensure end-to-end delivery and continuous improvement.

Qualifications

• Post-secondary degree or certificate required.
• Experience in Call Center or service-oriented industry is expected.
• Proven experience as a Workforce Manager overseeing multiple clients/accounts.

Responsibilities

• Direct, manage and supervise all activities and resources in the Workforce department for a line of business.
• Lead WFM planning design, development and execution to drive center KPIs.
• Maintain effective relationships with Business Partners, Clients and Account Managers to identify service improvements.
• Lead training initiatives for future forecast and staffing needs and optimize cost efficiencies.

Skills

Capacity planning

Forecasting

Scheduling

Analytical thinking

Problem solving

Interpersonal communication

Project management

Stakeholder management

Education

Post-secondary degree or certificate

Tools

MS Office

Job description

IntouchCX in Manila, Philippines, is seeking a Senior Workforce Manager to direct the WFM department across a line of business. You will oversee capacity planning, forecasting, and scheduling to optimize contact center performance and service levels.

You will lead a team, collaborate with partners, clients, and account managers, implement training needs, drive cost efficiencies, and develop contingency plans to ensure end-to-end delivery and continuous improvement.