WFM Lead: Forecast, Schedules & Real-Time Ops

enablesGROUP; Pasig; On-site; PHP 1,000,000 - 1,300,000; Full time

Benefits offered by this job

Health and life insurance from Day 1

Leave credits (20)

Profit-sharing potential

Laptop provided

Office in Pasig

Learning & Development with AI focus

Career advancement opportunities

Job summary

enablesGROUP is seeking a Workforce Management Lead to own the full workforce cycle across our Philippine delivery operations. This role covers forecast, capacity planning, schedule architecture, real-time management, coverage governance, and reporting.

You will build staffing models from demand, ensure proactive adjustments for forecast shifts, attrition, and client requirements, and collaborate with Operations, Recruitment, Training, and HR to align hiring with workload.

Qualifications

• 4+ years of contact centre Workforce Management experience.
• At least 2 years of hands-on ownership of scheduling and real-time management for a live client-facing program.
• Ability to architect schedules from demand curves and rebuild when requirements change.
• Advanced Excel skills (SUMPRODUCT, INDEX/MATCH, array logic, multi-sheet models).
• Experience with WFM platforms (NICE IEX, Verint, Calabrio, Genesys) and reporting tools.

Responsibilities

• Design schedules from interval-level demand and staffing requirements.
• Set shift times, RDO patterns, breaks, and staffing distribution based on demand.
• Rebuild schedules on demand as needs change.
• Maintain interval coverage while accounting for shrinkage and SLA targets.
• Publish schedules at least 14 days in advance.
• Model staffing scenarios to support decisions.

Skills

4+ years WFM

Scheduling ownership

Real-time management

Advanced Excel

RDO/RDOT scheduling

Peak-period management

Stakeholder communication

Education

Bachelor's degree or equivalent

Tools

NICE IEX

Verint

Calabrio

Genesys WFM

Python

SQL

Power BI

Job description

enablesGROUP is seeking a Workforce Management Lead to own the full workforce cycle across our Philippine delivery operations. This role covers forecast, capacity planning, schedule architecture, real-time management, coverage governance, and reporting.

You will build staffing models from demand, ensure proactive adjustments for forecast shifts, attrition, and client requirements, and collaborate with Operations, Recruitment, Training, and HR to align hiring with workload.