WFM Lead: Real-Time, Forecasting & Optimization

EXL Service Philippines, Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a WFM Assistant Manager to lead day-to-day Workforce Management operations across Real-Time Management, forecasting, scheduling, and reporting.

You will supervise a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, optimize intraday performance, and present actionable insights to stakeholders. The role requires collaboration with Operations, HR, Client, and Client Services to align workforce plans with business objectives,

Qualifications

• Bachelor's degree in a relevant field.
• 2–3 years of Workforce Management experience.
• Experience in Real-Time Management, forecasting, scheduling, and reporting in a call center, BPO, or service ops.
• Proven ability to lead teams and collaborate with cross-functional stakeholders.

Responsibilities

• Supervise, coach, and mentor Real-Time Analysts to ensure accurate intraday management.
• Monitor RTA performance and productivity, providing feedback and development support.
• Oversee scheduling and attendance of the RTA team to ensure coverage.
• Monitor queues, agent adherence, and service levels across lines of business.
• Execute intraday adjustments such as break/lunch optimization, OT, and VTO to maintain SLAs.
• Communicate real-time performance issues and collaborate with Operations on spikes or outages.
• Review daily performance and intraday reports to identify trends, variances, and opportunities for improvement.
• Generate and distribute reports to stakeholders, ensuring accuracy and actionable insights.
• Partner with Forecasting and Scheduling to validate data and improve projections.
• Serve as a point of contact between WFM and Operations for real-time updates and escalations.
• Provide clear and timely communication on staffing decisions, performance status, and contingency plans.
• Participate in business reviews and provide input on WFM strategies and alignment.
• Continuously assess and improve real-time processes, reporting accuracy, and communication flow.
• Develop and maintain SOPs for real-time monitoring and escalation procedures.
• Support implementation and testing of WFM tools and dashboards.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Attention to detail

Time management

Education

Bachelor’s degree in Business Administration, Statistics, Mathematics, Operations Management, or related field

Certifications (WFM, Lean Six Sigma, Project Management)

Tools

NICE

Verint

IEX

Genesys

Avaya CMS

Five9

Excel

Power BI

Tableau

Google Data Studio

Job description

EXL Service Philippines, Inc. is seeking a WFM Assistant Manager to lead day-to-day Workforce Management operations across Real-Time Management, forecasting, scheduling, and reporting.

You will supervise a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, optimize intraday performance, and present actionable insights to stakeholders. The role requires collaboration with Operations, HR, Client, and Client Services to align workforce plans with business objectives,