Workforce Management Head

Create Synergies Inc.; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Create Synergies Inc. in Pasig, Philippines seeks a strategic leader to head Workforce Management and Business Planning, overseeing forecasting, capacity planning, analytics, and resource planning for large-scale customer operations.

You will partner with senior leaders to deliver data-driven insights, drive workforce strategies, and champion operational excellence across functions such as Operations and Finance.

Qualifications

• Bachelor's degree in a related discipline.
• 10+ years in Workforce Management, Capacity Planning, Business Planning, Analytics, or Contact Center Operations.
• At least 5 years in a leadership role managing WM/Planning/Analytics teams.
• Strong experience with forecasting, capacity planning, optimization, and analytics.

Responsibilities

• Lead Workforce Management and Business Planning across forecasting, capacity planning, scheduling, real-time management, and analytics.
• Develop long-term workforce strategies aligned with business objectives and growth.
• Drive forecasting accuracy and resource optimization across units and channels.
• Provide executive leadership with strategic recommendations based on performance analytics.
• Establish governance, methodologies, and best practices for planning.
• Partner with Operations, Finance, HR, Talent Acquisition, and Leaders on staffing plans.
• Lead annual budgeting, headcount planning, and investment decisions.
• Identify opportunities for automation and process improvements.
• Develop executive dashboards, business reviews, and performance reporting.
• Build and mentor high-performing WM and analytics teams.
• Drive transformation projects to support growth and scalability.

Skills

Forecasting

Capacity planning

Workforce optimization

Leadership

Executive presence

Analytical thinking

Education

Bachelor's degree in Business/ Economics/ Statistics/ Industrial Engineering/ Mathematics

Tools

Verint

NICE

Genesys

Power BI

Tableau

SQL

Excel

Job description

About The Role

We are seeking a strategic and results‑driven leader to head our Workforce Management and Business Planning function. This role will be responsible for overseeing enterprise‑wide forecasting, capacity planning, workforce optimization, business analytics, and resource planning initiatives that support large‑scale customer operations. The successful candidate will serve as a key business partner to senior leadership, providing data‑driven insights and workforce strategies that enable sustainable growth, operational excellence, and superior customer experience.

Key Responsibilities

• Lead the overall Workforce Management and Business Planning function, including Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Analytics.
• Develop long‑term workforce strategies aligned with business objectives, growth plans, and operational requirements.
• Drive forecasting accuracy and resource optimization across multiple business units, programs, or channels.
• Provide executive leadership with strategic recommendations based on workforce trends, operational performance, and business analytics.
• Establish workforce governance frameworks, planning methodologies, and best practices.
• Partner closely with Operations, Finance, HR, Talent Acquisition, and Business Leaders to develop staffing and resource plans.
• Lead annual budgeting, headcount planning, and workforce investment decisions.
• Identify opportunities for automation, process improvement, and operational efficiency.
• Develop executive dashboards, business reviews, and performance reporting frameworks.
• Build, mentor, and lead high‑performing Workforce Management and Analytics teams.
• Drive transformation initiatives and workforce planning projects that support organizational growth and scalability.

Qualifications

• Bachelor's Degree in Business, Economics, Statistics, Industrial Engineering, Mathematics, Information Systems, or related discipline.
• 10+ years of progressive experience in Workforce Management, Capacity Planning, Business Planning, Analytics, or Contact Center Operations.
• At least 5 years in a leadership role managing Workforce Management, Planning, or Analytics teams.
• Strong experience in forecasting, capacity planning, workforce optimization, and business analytics.
• Proven track record supporting large‑scale operations with 500+ to 5,000+ employees.
• Experience working in BPO, Shared Services, Banking, Financial Services, FinTech, Customer Experience, or Contact Center environments.
• Strong executive presence and ability to influence senior stakeholders.
• Advanced analytical and problem‑solving capabilities.
• Proficiency in workforce management platforms such as Verint, NICE, Genesys, Aspect, Calabrio, or similar tools.
• Experience with Power BI, Tableau, SQL, and advanced Excel preferred.