Senior Workforce Scheduling & Insights Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced Workforce Management professional in the Philippines to optimize capacity planning, scheduling, and reporting across channels. The role involves translating demand forecasts into staffing plans, supervising RTAs, and ensuring adherence to SOPs while delivering data-driven recommendations to leadership.

The ideal candidate has 5–7 years in WFM, familiarity with NICE/Verint/Genesys, and a willingness to work flexible shifts.

Qualifications

• Bachelor's degree in business, statistics, or a related field.
• Minimum 5–7 years of experience in workforce management, preferably in BPO, captive shared services or manufacturing.
• Leadership experience mentoring real-time analysts, schedulers, or workforce coordinators.
• WFM platform certification (NICE, Verint, Genesys, or SWPP) is an advantage.

Responsibilities

• Translate demand forecasts into optimized, SLA-compliant staffing models and schedules.
• Oversee Real-Time Analysts (RTAs) and monitor intraday KPIs; implement tactical interventions.
• Enforce SOPs for schedule changes, shift swaps, and adherence; keep processes audit-ready.
• Partner with Workforce Manager to connect forecasting, scheduling, and reporting into one unified cycle.

Skills

Problem-solving

Attention to detail

Communication & stakeholder management

Education

Bachelor's degree in business, statistics, or related field

Job description

Hammerjack Pty Ltd is seeking an experienced Workforce Management professional in the Philippines to optimize capacity planning, scheduling, and reporting across channels. The role involves translating demand forecasts into staffing plans, supervising RTAs, and ensuring adherence to SOPs while delivering data-driven recommendations to leadership.

The ideal candidate has 5–7 years in WFM, familiarity with NICE/Verint/Genesys, and a willingness to work flexible shifts.