WFM Lead: Staffing Strategy & Optimization

Lancesoft APAC; Cebu City; On-site; PHP 893,000 - 1,116,000; Full time

Job summary

Lancesoft APAC in Cebu seeks a seasoned WFM Manager to lead end-to-end resource planning for contact center operations. The role focuses on forecasting demand, optimizing staffing, and designing efficient schedules across multiple lines of business.

You will drive intraday decisions, monitor service levels, and lead a team to deliver consistent performance. Strong analytical skills and experience with WFM tools are essential for success in this role.

Qualifications

• Bachelor's degree or equivalent commensurate work experience.
• 12–14+ years of experience in Workforce Management with leadership experience.
• Hands‑on experience with WFM tools such as NICE, Verint, Aspect or Genesys.
• Strong analytical ability to translate operational data into insights.

Responsibilities

• Lead end-to-end resource planning and staffing augmentation across contact center operations.
• Drive capacity planning by assessing staffing gaps and optimizing resource allocation.
• Oversee scheduling design and intraday actions to meet service levels and reduce costs.
• Manage scheduling exceptions and coverage gaps to ensure continuous operations.
• Lead RCAs for SLA misses and implement corrective actions for continuous improvement.

Skills

Leadership

Forecasting

Staffing optimization

Data analysis

Process improvement

Education

Bachelor's degree

Tools

NICE

Verint

Aspect

Genesys

Avaya

Power BI

Excel

Job description

Lancesoft APAC in Cebu seeks a seasoned WFM Manager to lead end-to-end resource planning for contact center operations. The role focuses on forecasting demand, optimizing staffing, and designing efficient schedules across multiple lines of business.

You will drive intraday decisions, monitor service levels, and lead a team to deliver consistent performance. Strong analytical skills and experience with WFM tools are essential for success in this role.