Strategic Workforce Manager - Forecasting & Scheduling

Alorica; Philippines; On-site; PHP 1,080,000 - 1,320,000; Full time

Job summary

Alorica is seeking an experienced Workforce Management Leader in the Philippines to steer forecasting, scheduling, and real-time analysis across contact center operations.

You will develop staffing plans from historical data, monitor intraday performance, and drive improvements with WFM tools such as NICE IEX, Verint, or similar, while coaching a growing team of schedulers and planners.

Qualifications

• Lead WFM forecasting, scheduling, and real-time analysis.
• Develop short- and long-term staffing plans based on data.
• Monitor intraday performance and adjust to meet KPIs.
• Analyze workforce data to identify trends and risks.
• Collaborate with Operations, HR, and Finance on hiring and budgeting.
• Ensure adherence to schedules and productivity standards.
• Manage WFM tools such as NICE IEX, Verint, or similar.
• Prepare reports on staffing performance and forecast accuracy.
• Lead, coach, and develop WFM team members.
• Drive continuous improvement in workforce processes.

Responsibilities

• Lead WFM forecasting, scheduling, and real-time analysis.
• Develop short- and long-term staffing plans based on data.
• Monitor intraday performance and adjust to meet KPIs.
• Analyze workforce data to identify trends and risks.
• Collaborate with Operations, HR, and Finance on hiring and budgeting.
• Ensure adherence to schedules and productivity standards.
• Manage WFM tools such as NICE IEX, Verint, or similar.
• Prepare reports on staffing performance and forecast accuracy.
• Lead, coach, and develop WFM team members.
• Drive continuous improvement in workforce processes.

Skills

Forecasting

Scheduling

Capacity planning

Leadership

Data analysis

Stakeholder management

Education

Bachelor’s degree in Business Administration, Statistics, or related field

Tools

NICE IEX

Verint

Aspect

Job description

Alorica is seeking an experienced Workforce Management Leader in the Philippines to steer forecasting, scheduling, and real-time analysis across contact center operations.

You will develop staffing plans from historical data, monitor intraday performance, and drive improvements with WFM tools such as NICE IEX, Verint, or similar, while coaching a growing team of schedulers and planners.