Strategic Workforce & Scheduling Lead

ProbeGroup Philippines Inc.; Makati; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Probe Group Philippines is seeking a dynamic Workforce Management Manager to lead programme staffing, ensure real-time scheduling accuracy, and drive efficiency across multiple client programs.

You will oversee forecasting, capacity planning, reporting governance, and stakeholder engagement while coaching WFM analysts and upholding data security and internal controls. Join a collaborative team focused on delivering measurable business results.

Responsibilities

• Create and deliver reports to clients and managers to plan and effect measures to achieve operational and strategic business results.
• Manage deviations from the plan that have financial impact and review data and trends.
• Collaborate with internal stakeholders to ensure current and accurate information is used for planning purposes.
• Coordinate cross-functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections.
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders.
• Oversee unified volume forecasting across all client demand drivers.
• Drive scenario‑based modeling to inform staffing plans and operational readiness.
• Validate supply–demand balancing and staffing recommendations for PH operations.
• Participate in Demand Planning and Fusion meetings to align capacity with upcoming initiatives.
• Utilize knowledge and research methods to benchmark capacity planning activities and to drive best practice results.
• Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leave management.
• Ensure multi‑skill scheduling supports channel mix changes and service requirements.
• Guide intraday steering across queues, including staffing moves, skill activation, and action triggers.
• Ensure absenteeism, AHT spikes, and volume anomalies are addressed quickly.
• Validate and deliver daily/weekly/monthly operational performance reports and scorecards.
• Provide coaching, performance management and skill development to WFM analysts.
• Document coaching sessions and manage improvement plans.
• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.
• Represent WFM in daily stand‑ups, capacity reviews, GTM meetings, demand‑planning forums, and monthly forecast reviews.
• Ensure adherence to Probe/Client policies, including data security and reporting hygiene.
• Complete all necessary training requirements and professional development opportunities.

Job description

Probe Group Philippines is seeking a dynamic Workforce Management Manager to lead programme staffing, ensure real-time scheduling accuracy, and drive efficiency across multiple client programs.

You will oversee forecasting, capacity planning, reporting governance, and stakeholder engagement while coaching WFM analysts and upholding data security and internal controls. Join a collaborative team focused on delivering measurable business results.