WFM Planning & Scheduling Lead

Concentrix; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Workforce Manager to provide governance and input on escalated issues, drive performance of reporting employees, and develop WFM initiatives for efficiency. This onsite role requires leadership in forecasting, capacity planning, scheduling, and real-time management across client accounts.

The candidate will partner with Operations and other departments to optimize profitability, manage client SLAs, and enhance overall WFM accuracy and reporting.

Qualifications

• Extensive WFM experience with 5–8+ years in the field.
• 2–3 years in a leadership role.
• Strong forecasting, capacity planning, and scheduling expertise.
• Experience with WFM tools such as Verint, IEX and Genesys.

Responsibilities

• Coordinate and guide Intraday Teams to focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.
• Drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.
• Manage service levels and staffing to drive high client satisfaction.
• Increase employee satisfaction through adherence tracking and utilization optimization.
• Ensure workforce management processes and procedures are in place and followed by the site.
• Liaise between WFM Shared Services and Operations.
• Manage internal and external audits with processes and controls.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Management

WFM Tools

Verint

IEX

Genesys

Leadership

Analytical Skills

Stakeholder Management

Education

None

Tools

Verint

IEX

Genesys

Job description

Concentrix is seeking a Workforce Manager to provide governance and input on escalated issues, drive performance of reporting employees, and develop WFM initiatives for efficiency. This onsite role requires leadership in forecasting, capacity planning, scheduling, and real-time management across client accounts.

The candidate will partner with Operations and other departments to optimize profitability, manage client SLAs, and enhance overall WFM accuracy and reporting.