Strategic Workforce Lead: Forecasting & Scheduling

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Workforce Management Manager to oversee forecasting, scheduling, real-time control, capacity planning, and reporting across multiple business lines. The role demands strong analytical leadership and an ability to align workforce strategy with client goals.

You will lead WFM analysts and schedulers, manage real-time intraday operations, and collaborate with Operations, HR, Finance, and IT to drive performance improvements and cost savings.

Qualifications

• 3+ years of Workforce Management experience in a BPO / Contact Center environment.
• 2+ years in a leadership role (Team Lead / Manager).
• Strong understanding of forecasting, scheduling, capacity planning, and real-time operations.
• Advanced Excel skills required.
• Experience with WFM tools (Calabrio, NICE, Verint, IEX, etc.).
• Strong communication and stakeholder management skills.

Responsibilities

• Lead forecasting, scheduling, real-time management, capacity planning, reporting, and continuous improvement initiatives across multiple business lines.
• Oversee schedule creation, shift optimization, leave planning, and roster management.
• Track KPIs and deliver executive dashboards and operational insights.
• Lead and develop WFM Analysts, Schedulers, RTAs, and Planners; build relationships with Operations, HR, Finance, Recruitment, IT, and clients.
• Optimize WFM processes, governance, and reporting standards; manage WFM systems; lead automation initiatives.

Skills

Leadership

Forecasting

Scheduling

Real-time operations

Communication

Stakeholder management

Advanced Excel

Tools

Calabrio

NICE

Verint

IEX

Aspect

Zendesk WFM

Job description

Hammerjack Pty Ltd is seeking a Workforce Management Manager to oversee forecasting, scheduling, real-time control, capacity planning, and reporting across multiple business lines. The role demands strong analytical leadership and an ability to align workforce strategy with client goals.

You will lead WFM analysts and schedulers, manage real-time intraday operations, and collaborate with Operations, HR, Finance, and IT to drive performance improvements and cost savings.