Strategic Workforce Planning Lead

IntouchCX; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX in Metro Manila seeks a Workforce Planning Manager to direct a team of Capacity Planners and Schedulers, ensuring delivery of company goals and client operational excellence. You will oversee capacity planning, forecasting, scheduling, and resource management, leading initiatives to improve KPIs, reduce costs, and enhance service quality.

The role requires a degree in Business Administration or related field, strong Excel skills, and proven leadership in a fast-paced contact center

Qualifications

• Post-secondary degree with focus in Business Administration or equivalent experience.
• Experience with Workforce Management systems is an asset.
• Knowledge of contact center operations and processes.
• Advanced Microsoft Excel skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a fast-paced environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Direct and supervise a team of Capacity Planners and Schedulers.
• Oversee capacity planning, forecasting, and scheduling functions.
• Lead WFM planning initiatives to improve KPIs.
• Maintain relationships with Business Partners, Clients, and Account Managers.
• Identify opportunities for cost savings and service improvements.
• Coordinate contingency planning and stakeholder collaboration.
• Participate in daily/weekly meetings requiring workforce input.
• Update WFM parameters to meet service level goals.
• Communicate forecast workload, assumptions, and inputs clearly.
• Escalate data discrepancies with management and recommend actions.

Skills

Resource planning

Forecasting

Scheduling

Team leadership

Stakeholder management

Advanced Excel

Analytical thinking

Education

Business Administration degree or certificate

Tools

Excel

WFM systems

Job description

IntouchCX in Metro Manila seeks a Workforce Planning Manager to direct a team of Capacity Planners and Schedulers, ensuring delivery of company goals and client operational excellence. You will oversee capacity planning, forecasting, scheduling, and resource management, leading initiatives to improve KPIs, reduce costs, and enhance service quality.

The role requires a degree in Business Administration or related field, strong Excel skills, and proven leadership in a fast-paced contact center