Strategic Workforce Manager: Capacity & Forecasting Leader

IntouchCX; Metro Manila; On-site; PHP 600,000 - 850,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Senior Workforce Manager to direct and optimize the Workforce department for a line of business. The role focuses on capacity planning, forecasting, scheduling, and end-to-end delivery across client accounts.

You will lead a team, collaborate with partners and account managers, and drive cost savings and service improvements through strategic budgeting and staffing decisions in a fast-paced environment.

Qualifications

• Post-secondary degree or certificate in a related discipline is required.
• Minimum 3 years experience in a Call Center or service-oriented industry.
• Minimum 3 years experience as a Workforce Manager managing multiple clients/accounts.
• Solid experience in Capacity Planning and Forecasting.

Responsibilities

• Direct, manage and supervise all activities and resources related to the Workforce department for a line of business.
• Capac ity planning, resource management, forecasting, and scheduling responsibilities.
• Lead a team that designs and executes WFM planning to drive KPIs.
• Maintain relationships with Business Partners, Clients, and Account Managers to identify service improvements.
• Implement regular training needs and requirements for future forecast and staffing needs.
• Lead strategic initiatives to achieve cost savings and service improvements through budgeting and scheduling.
• Oversee end-to-end business delivery and contingency planning with stakeholders.
• Act as SME for resource planning and scheduling.

Skills

Capacity Planning

Forecasting

WFM Planning

Analytical Skills

Project Management

MS Office

Communication Skills

Organizational Skills

Strategic Thinking

Results Monitoring

Education

Post-secondary degree/certificate

Tools

MS Office

Job description

IntouchCX in the Philippines is seeking a Senior Workforce Manager to direct and optimize the Workforce department for a line of business. The role focuses on capacity planning, forecasting, scheduling, and end-to-end delivery across client accounts.

You will lead a team, collaborate with partners and account managers, and drive cost savings and service improvements through strategic budgeting and staffing decisions in a fast-paced environment.