WFM Lead — On-Site in Pasig, Growth & AI

enablesGROUP; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Health & life insurance

Leave credits

Career advancement

Company laptop

Pasig office

Profit-sharing

Learning & development

Job summary

enablesGROUP in Ortigas, Pasig, PH is seeking a highly skilled Workforce Management Lead to own the end-to-end scheduling and capacity planning for the Philippine delivery operation. You will forecast demand, design schedules, and manage real-time queues with a focus on coverage, shrinkage, and cost efficiency.

The successful candidate will architect on-demand schedules, rebuild workflows within tight timelines, and collaborate cross-functionally with Recruitment, Training and HR to align

Qualifications

• Four or more years in contact centre workforce management, with at least two years owning scheduling and real-time management for a live client-facing program.
• Ability to architect a schedule from a demand curve and rebuild it on demand when the requirement changes — candidates should be able to walk through a specific rebuild they executed, the constraint they were working against, and the coverage outcome.
• Ability to build interval-level requirement and coverage models independently, not solely to operate a vendor tool that produces them.
• Advanced Excel: SUMPRODUCT, INDEX/MATCH, array logic and multi-sheet linked models, with the discipline to build formula-driven workbooks that rebuild live rather than static pasted outputs.
• Fluency in WFM and contact centre metrics — AHT, occupancy, shrinkage, adherence, conformance, Erlang-based requirement, overs/unders, AUX, NCNS, RDO/RDOT — without needing definition.
• Proven track record of holding service level through peak and unplanned events using intraday levers.
• Willingness and legal ability to work shifting schedules aligned to client time zone coverage, including night shift.
• Bachelor’s degree, or equivalent demonstrated capability in a quantitative operational role.

Responsibilities

• Schedule Architecture & On-Demand Optimisation
• Architect from demand — design shift architecture from the demand curve upward and determine start-time distributions.
• On-demand rebuild — rebuild schedules on demand in response to changes; turnaround same day for a single queue, two days for multi-queue.
• Coverage standard — ensure coverage meets requirements at all intervals considering shrinkage.
• Optimise to cost — find the cheapest compliant schedule using optimisation where needed.
• Pattern & RDO management — own RDO patterns, publish schedules 14+ days ahead.
• Scenario modelling — model alternative schedule scenarios for headcount or requirement changes.
• Forecasting & Capacity Planning
• Requirement modelling — build interval-level volume and FTE models by queue.
• Capacity horizon — translate requirements into hiring and deployment plans.
• Shrinkage governance — track and defend shrinkage standards.
• Event planning — model demand peaks and pre-position coverage.
• Real-Time Management
• Intraday command — monitor live performance and intervene within intervals.
• Lever execution — execute reassignments and breaks to protect service levels.
• Escalation discipline — maintain intraday escalation thresholds and repeatable actions.
• Adherence enforcement — track schedule adherence and publish exceptions.
• Overs & Unders Governance
• Live coverage grids — rebuild coverage from roster tabs with automatic re-pricing.
• Two-sided variance — report staffing position daily by interval.
• Structural flagging — state residual breaches and required changes.

Skills

Schedule architecture

On-demand optimisation

WFM

Advanced Excel

Intraday management

Client liaison

Cross-functional leadership

Shifting schedules

Education

Bachelor's degree, or equivalent demonstrated capability

Tools

NICE IEX

Verint

Calabrio

Genesys WFM

Alvaria/Aspect

Job description

enablesGROUP in Ortigas, Pasig, PH is seeking a highly skilled Workforce Management Lead to own the end-to-end scheduling and capacity planning for the Philippine delivery operation. You will forecast demand, design schedules, and manage real-time queues with a focus on coverage, shrinkage, and cost efficiency.

The successful candidate will architect on-demand schedules, rebuild workflows within tight timelines, and collaborate cross-functionally with Recruitment, Training and HR to align