WFM Planning & Real-Time Lead

Ibex Limited; Manila; On-site; PHP 840,000 - 1,260,000; Full time

Job summary

Ibex Limited is seeking an Assistant WFM Manager who will supervise planners or both planners and real-time analysts across multiple sites. The role focuses on building accurate staff plans and ensuring alignment with client needs and business goals.

You will work closely with stakeholders, drive productivity, monitor key metrics such as occupancy and forecast accuracy, and lead a small team to maintain service levels while controlling costs.

Qualifications

• Bachelor's degree or equivalent work experience.
• Excellent communication and hands-on management style.
• Strong numerical, analytical and problem-solving skills.
• Experience training schedulers and planners.
• Ability to collaborate with operations and clients daily.
• Experience in WFM planning, real-time management, or supervisory roles.

Responsibilities

• Ensure integrity and consistency of WFM processes and procedures.
• Deliver service to the client while balancing staffing needs with financial goals.
• Drive efficiency and profitability through the planning team’s outputs.
• Coordinate with the client on forecasts, staff plans, and staffing reports.
• Lead weekly touch-base meetings with stakeholders to review plans and performance.
• Manage a team of planners or continuous real-time analysts.

Skills

Strong communication

People management

Analytical thinking

Scheduling experience

Stakeholder management

Education

Bachelor's Degree

Tools

Verint

IEX

eWFM

Job description

Ibex Limited is seeking an Assistant WFM Manager who will supervise planners or both planners and real-time analysts across multiple sites. The role focuses on building accurate staff plans and ensuring alignment with client needs and business goals.

You will work closely with stakeholders, drive productivity, monitor key metrics such as occupancy and forecast accuracy, and lead a small team to maintain service levels while controlling costs.