WFM Lead: Forecasting, Staffing & Strategy

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Workforce Management leader to oversee forecasting, capacity planning, staffing, scheduling, and intraday management. You will partner with Operations to ensure optimal resource use and service levels.

You will monitor WFM metrics, provide actionable insights to senior management, and lead projects to improve processes and automation across the function.

Qualifications

• Experience leading forecasting, capacity planning, staffing, and scheduling in WFM.
• Ability to monitor WFM metrics and provide actionable insights.
• Experience driving WFM projects and process improvements.

Responsibilities

• Lead and oversee forecasting, capacity planning, staffing, scheduling, intraday management and adherence activities.
• Ensure optimal allocation of resources based on forecasts and SLAs.
• Monitor key WFM metrics and provide insights to Operations and senior management.
• Identify staffing risks and drive corrective actions to maintain performance.
• Ensure timely WFM reports, dashboards, and business analyses.
• Lead WFM projects, automation, and technology initiatives while aligning stakeholders.

Skills

Forecasting

Capacity planning

Staffing

Scheduling

Intraday management

Performance analytics

Job description

Hammerjack Pty Ltd is seeking a Workforce Management leader to oversee forecasting, capacity planning, staffing, scheduling, and intraday management. You will partner with Operations to ensure optimal resource use and service levels.

You will monitor WFM metrics, provide actionable insights to senior management, and lead projects to improve processes and automation across the function.