Services Workforce Management Lead

Schneider Electric; Cavite City; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Schneider Electric Corp's Services Hub in Cavite is seeking a data-driven Services Workforce Management Lead to own capacity planning, forecasting, and operational governance. You will build robust capacity plans, oversee 4 WFM Specialists, and partner with Finance, HR, and regional planning to control costs while preserving service quality.

Hybrid work arrangement with three onsite days per week in Cavite and a midshift schedule.

Qualifications

• Bachelor's degree in Business, Industrial Engineering, Statistics, Finance, Operations Management, or related field.
• Minimum of 5 years in workforce management, capacity/demand/operations planning in shared services or contact center.
• At least 1 year in a lead or supervisory role.
• Advanced Microsoft Excel (complex formulas, pivot tables, data validation, scenario modeling). Familiarity with Verint, NICE, Genesys and Power BI is an advantage.
• Excellent written and spoken English with ability to present workforce strategies to senior leadership.
• Hybrid schedule: Mon-Fri with 3 onsite days per week in Cavite; flexible midshift for global cross-regional support.

Responsibilities

• Forecasting & Capacity Planning: build and challenge workload, handling-time, shrinkage, productivity, and headcount forecasts.
• Scheduling & Shift Management: design shifts, schedules, breaks, leave, overtime, and coverage rules.
• Real-Time Governance: establish intraday governance for queues, adherence, staffing, and occupancy.
• Workforce Analytics & Reporting: own dashboards and reviews on service levels, forecast accuracy, absenteeism, and staffing variance.
• Cross-Functional Collaboration: partner with Finance, HR, Talent Acquisition, and regional planning on headcount and budget.
• Team Leadership: lead and develop 4 WFM Specialists; conduct performance reviews.

Skills

Forecasting

Capacity planning

WFM analytics

Executive communication

Education

Bachelor's degree

Tools

Verint

NICE

Genesys

Power BI

Job description

About the Role

We are looking for a data-driven and results-oriented Services Workforce Management Lead to own and lead the workforce management function for our Services Hub. In this role, you will ensure that the right capacity and skills are available at the right time to meet service-level, productivity, employee, and cost objectives. You will independently set priorities, drive capacity planning and forecasting, and directly lead, coach, and develop a high-performing team of 4 WFM Specialists.

Key Responsibilities

• Forecasting & Capacity Planning: Build, maintain, and challenge workload, handling-time, shrinkage, productivity, and headcount forecasts to create robust short-, medium-, and long-term capacity plans.

• Scheduling & Shift Management: Oversee shift design, employee schedules, breaks, leave, overtime, and coverage rules to align capacity with forecasted demand while complying with labor requirements and employee well-being standards.

• Real-Time Governance: Establish intraday governance for service queues, adherence, staffing, utilization, and occupancy, while proactively escalating operational risks.

• Workforce Analytics & Reporting: Own recurring dashboards and workforce reviews covering service levels, forecast accuracy, absenteeism, and staffing variance to provide clear root-cause insights and action tracking.

• Cross-Functional Collaboration: Partner with Finance, HR, Talent Acquisition, and regional planning stakeholders to govern headcount, cost centers, hiring plans, and budget assumptions.

• Team Leadership: Lead, coach, and develop 4 WFM Specialists, setting service standards, building cross-coverage, and conducting structured performance reviews.

Qualifications & Requirements

• Education: Bachelor’s degree in Business, Industrial Engineering, Statistics, Finance, Operations Management, or a related field.

• Experience: Minimum of 5 years of experience in workforce management, capacity planning, demand planning, or operations planning in a shared services or contact center environment, with at least 1 year in a lead or supervisory role.

• Technical Mastery: Advanced Microsoft Excel capability (complex formulas, pivot tables, data validation, and scenario modeling). Familiarity with WFM platforms (Verint, NICE, Genesys) and Power BI is an advantage.

• Communication & Influence: Excellent written and spoken English communication skills, with a proven ability to present workforce strategies, risks, and trade-offs to senior leadership.

• Work Arrangement & Schedule: Hybrid schedule operating Monday through Friday with 3 days onsite per week in Cavite. Operates primarily on a flexible midshift schedule with adaptability required for global cross-regional support.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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