Strategic WFM: Capacity & Seat Planning Lead

Probe CX; Quezon City; Presencial; PHP 1 000 000 - 1 600 000; Tempo integral

Resumo da oferta

Probe CX is seeking an experienced Workforce Management Manager in Quezon City to lead end-to-end capacity planning and seat management for campaigns. The role requires building staffing capacity plans based on forecasted contact volumes and analyzing daily, weekly, monthly, and annual patterns.

You will collaborate with clients and internal stakeholders, drive seat utilization, and deliver reports to planning teams to support operational and strategic goals.

Qualificações

• Experience in workforce management (WFM) and capacity planning.
• Strong leadership and people management skills.
• Excellent communication with clients and operations teams.
• Ability to analyze patterns and forecast staffing needs.

Responsabilidades

• Manage end-to-end Capacity Planning & Seat Management across campaigns.
• Create staffing capacity plans based on contact forecast.
• Analyze daily, weekly, monthly and annual patterns.
• Create and manage reporting and analysis across lines of business, contact types, agent utilization and attrition.
• Liaise with clients and stakeholders to drive seat utilization and deliver reports.

Conhecimentos

WFM leadership

Data analysis

Stakeholder management

Communication

Formação académica

Bachelor's degree or equivalent

Ferramentas

Excel

Descrição da oferta de emprego

Probe CX is seeking an experienced Workforce Management Manager in Quezon City to lead end-to-end capacity planning and seat management for campaigns. The role requires building staffing capacity plans based on forecasted contact volumes and analyzing daily, weekly, monthly, and annual patterns.

You will collaborate with clients and internal stakeholders, drive seat utilization, and deliver reports to planning teams to support operational and strategic goals.