Strategic Workforce Planner & Team Lead

IntouchCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX is seeking a Workforce Management (WFM) expert to lead capacity planning, forecasting, and scheduling in a fast-paced contact center environment. You will act as SME for resource planning and drive KPI improvements with partners and account managers.

This role requires strong analytical and communication skills, experience with WFM systems, and the ability to coordinate across teams to optimize staffing, training, and contingency planning for long-term efficiency.

Qualifications

• Experience with Workforce Management concepts and systems.

Responsibilities

• Act as SME for resource planning and scheduling.
• Lead a team delivering WFM planning to drive center KPIs.
• Maintain relationships with Business Partners, Clients, and Account Managers to identify service improvements.
• Coordinate contingency planning and budgeting to improve cost efficiency.

Skills

Team leadership

Resource planning

Forecasting

Scheduling

Stakeholder management

Analytical thinking

Communication

Organizational skills

Education

Post-secondary degree in Business Administration

Tools

Microsoft Excel

Job description

IntouchCX is seeking a Workforce Management (WFM) expert to lead capacity planning, forecasting, and scheduling in a fast-paced contact center environment. You will act as SME for resource planning and drive KPI improvements with partners and account managers.

This role requires strong analytical and communication skills, experience with WFM systems, and the ability to coordinate across teams to optimize staffing, training, and contingency planning for long-term efficiency.