Workforce Management Lead

enablesGROUP; Pasig; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Health & life insurance from Day 1

20 leave credits

Career growth, performance reviews &薪%

Job summary

enablesGROUP Philippines is seeking a Workforce Management Lead to own end-to-end workforce planning for the delivery operation. You will forecast demand, build on-demand schedules, and manage real-time routing to meet client requirements with minimal cost.

This role requires strong WFM experience, cross-functional collaboration, and the ability to defend staffing decisions to leadership and clients. You will architect schedules, model scenarios, and publish rosters 14+ days ahead while

Qualifications

• Four or more years in contact centre workforce management, with at least two years owning scheduling and real-time management for a live client-facing program.
• Ability to architect a schedule from a demand curve and rebuild it on demand when the requirement changes — candidates should be able to walk through a specific rebuild they executed, the constraint they were working against, and the coverage outcome.
• Ability to build interval-level requirement and coverage models independently, not solely to operate a vendor tool that produces them.
• Advanced Excel: SUMPRODUCT, INDEX/MATCH, array logic and multi-sheet linked models, with the discipline to build formula-driven workbooks that rebuild live rather than static pasted outputs.
• Fluency in WFM and contact centre metrics — AHT, occupancy, shrinkage, adherence, conformance, Erlang-based requirement, overs/unders, AUX, NCNS, RDO/RDOT — without needing definition.
• Proven track record of holding service level through peak and unplanned events using intraday levers.
• Willingness and legal ability to work shifting schedules aligned to client time zone coverage, including night shift.
• Bachelor’s degree, or equivalent demonstrated capability in a quantitative operational role.

Responsibilities

• Architect from demand — Design shift architecture from the demand curve upward. Determine the start-time distribution the curve actually requires — granular multi-start-time patterns where demand is peaky, consolidated tower patterns where it is flat — rather than defaulting to a fixed set of shifts and absorbing the mismatch.
• On-demand rebuild — Rebuild schedules on demand in response to a changed requirement, wave movement, an attrition event or a client forecast revision. Turnaround expectation is same day for a single queue and within two business days for a full multi-queue rebuild.
• Coverage standard — Construct schedules that satisfy requirement ÷ (1 − shrinkage standard) at every interval across the full period, for every queue. Where the operation’s applied shrinkage standard is 10%, this means scheduled bodies must meet or exceed requirement ÷ 0.90 at every interval.
• Optimise to cost — Optimise, not merely satisfy. Where a compliant schedule exists, find the one that meets coverage at the lowest paid-hour cost.
• Pattern & RDO management — Own RDO pattern assignment, RDO swaps, RDOT and shift-bid mechanics; publish schedules a minimum of 14 days ahead and manage a controlled exception process for changes inside that window.
• Scenario modelling — Model alternative schedule scenarios on request — cost and coverage impact of a proposed headcount change, shift pattern change or requirement change — so that operational and commercial decisions are made against numbers rather than estimates.
• Forecasting & Capacity Planning
• Capacity horizon — Translate requirement into hiring, training and wave-deployment plans; maintain a rolling 13-week capacity view flagging over- and under-capacity by week.
• Shrinking governance — Apply and defend the operation’s shrinkage standard. Track planned versus actual shrinkage by driver — leave, AUX, attrition, training, NCNS — and elevate when actuals breach plan.
• Event planning — Model demand peaks tied to seasonality, weather, and client-market holiday patterns, and pre-position coverage rather than react to it.
• Real-Time Management
• Intraday command — Monitor live queue performance, occupancy, adherence and interval service level; intervene within the interval, not after it.
• Lever execution — Execute skill reassignment, queue rebalancing, break movement, VTO and OT offers, and cross-queue borrowing to protect service level.
• Escalation discipline — Maintain a documented intraday escalation path with defined trigger thresholds, so that action is rules-based and repeatable rather than discretionary.
• Adherence enforcement — Track and publish schedule adherence and conformance by agent and by wave; feed exceptions to Team Leads for coaching and to HR where attendance policy is engaged.
• Overs & Unders Governance
• Live coverage grids — Maintain live overs/unders grids that rebuild automatically from roster tabs, so that any roster change immediately re-prices coverage at interval level without manual restatement.
• Two-sided variance — Report net staffing position against requirement daily and by interval; quantify the cost of overs and the service risk of unders in the same view.
• Structural flagging — Where a zero-breach schedule is not achievable within the available headcount or contractual shift constraints, state the residual breach explicitly with its root cause and the headcount or pattern change required to close it.

Skills

Workforce management

Scheduling optimization

Intraday management

Staffing analytics

Capacity planning

Education

Bachelor’s degree or equivalent

Tools

NICE IEX

Verint

Alvaria/Aspect

Calabrio

Genesys WFM

Job description

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

• Health & life insurance from Day 1
• 20 leave credits
• Career growth, performance reviews & salary increases
• Company-provided laptop
• Loyalty rewards with potential profit-sharing after 5 years

Job Summary

The Workforce Management Lead owns the end-to-end workforce cycle across the enablesGROUP Philippine delivery operation — forecasting, capacity planning, schedule construction, real-time queue management and coverage governance.

The defining capability of this role is the ability to architect and optimise schedules on demand. Requirements change: clients revise volume forecasts, waves deploy early or late, attrition lands unevenly, and demand peaks arrive with little notice. The Lead must be able to take a changed requirement and return a fully re-architected, coverage-compliant schedule within hours — not wait for the next planning cycle. This is a build capability, not a tool-operation capability.

This is a single-owner WFM function. The role is accountable for the numbers, not just the reporting of them: every interval must be staffed to requirement, every variance must be explained, and every recovery action must be executed inside the interval it matters. The successful candidate is comfortable being the sole authority on staffing decisions and defending those decisions to both internal leadership and the client.

Key Accountabilities

Schedule Architecture & On-Demand Optimisation

• Architect from demand — Design shift architecture from the demand curve upward. Determine the start-time distribution the curve actually requires — granular multi-start-time patterns where demand is peaky, consolidated tower patterns where it is flat — rather than defaulting to a fixed set of shifts and absorbing the mismatch.
• On-demand rebuild — Rebuild schedules on demand in response to a changed requirement, wave movement, an attrition event or a client forecast revision. Turnaround expectation is same day for a single queue and within two business days for a full multi-queue rebuild.
• Coverage standard — Construct schedules that satisfy requirement ÷ (1 − shrinkage standard) at every interval across the full period, for every queue. Where the operation’s applied shrinkage standard is 10%, this means scheduled bodies must meet or exceed requirement ÷ 0.90 at every interval.
• Optimise to cost — Optimise, not merely satisfy. Where a compliant schedule exists, find the one that meets coverage at the lowest paid-hour cost. Use solver-based or programmatic optimisation for break placement, RDO patterning and shift assignment where manual construction cannot reach a zero-breach outcome.
• Pattern & RDO management — Own RDO pattern assignment, RDO swaps, RDOT and shift-bid mechanics; publish schedules a minimum of 14 days ahead and manage a controlled exception process for changes inside that window.
• Scenario modelling — Model alternative schedule scenarios on request — cost and coverage impact of a proposed headcount change, shift pattern change or requirement change — so that operational and commercial decisions are made against numbers rather than estimates.

Forecasting & Capacity Planning

• Requirement modelling — Build and maintain interval-level volume, AHT and FTE requirement models by queue, reconciling to client-issued requirement files where these are provided.
• Capacity horizon — Translate requirement into hiring, training and wave-deployment plans; maintain a rolling 13-week capacity view flagging over- and under-capacity by week.
• Shrinkage governance — Apply and defend the operation’s shrinkage standard. Track planned versus actual shrinkage by driver — leave, AUX, attrition, training, NCNS — and elevate when actuals breach plan.
• Event planning — Model demand peaks tied to seasonality, weather, and client-market holiday patterns, and pre-position coverage rather than react to it.

Real-Time Management

• Intraday command — Monitor live queue performance, occupancy, adherence and interval service level; intervene within the interval, not after it.
• Lever execution — Execute skill reassignment, queue rebalancing, break movement, VTO and OT offers, and cross-queue borrowing to protect service level.
• Escalation discipline — Maintain a documented intraday escalation path with defined trigger thresholds, so that action is rules-based and repeatable rather than discretionary.
• Adherence enforcement — Track and publish schedule adherence and conformance by agent and by wave; feed exceptions to Team Leads for coaching and to HR where attendance policy is engaged.

Overs & Unders Governance

• Live coverage grids — Maintain live overs/unders grids that rebuild automatically from roster tabs, so that any roster change immediately re-prices coverage at interval level without manual restatement.
• Two-sided variance — Report net staffing position against requirement daily and by interval; quantify the cost of overs and the service risk of unders in the same view.
• Structural flagging — Where a zero-breach schedule is not achievable within the available headcount or contractual shift constraints, state the residual breach explicitly with its root cause and the headcount or pattern change required to close it. Structural constraints are flagged, never absorbed silently.

Reporting & Stakeholder Management

• Executive reporting — Produce daily, weekly and monthly WFM reporting for the Operations Director and client stakeholders, framed bottom-line-first with clear owners and timelines on every action.
• Reconciliation — Ensure all reporting reconciles across aggregation levels — interval to day, day to week, agent to wave to program. Figures presented to the client must tie back to source.
• Client interface — Support client-facing performance reviews with staffing and adherence analysis; respond to client requirement changes with a costed staffing impact within one business day.
• Cross-functional partnership — Partner with Recruitment, Training and HR to align hiring waves, certification timelines and deploy ability assumptions with the capacity plan.

Performance Measures

Targets are set as internal WFM standards. Service level targets are taken from the governing client agreement for each program and confirmed at assignment.

Interval Coverage Compliance

• Definition: % of intervals where scheduled bodies ≥ requirement ÷ (1 − shrinkage standard)
• Target: ≥ 98% of intervals

Schedule Rebuild Turnaround

• Definition: Elapsed time from confirmed requirement change to republished schedule
• Target: Same day for a single queue; 2 business days for a full rebuild
• Definition: Program SL achieved vs. client-contracted threshold
• Target: Meet or exceed monthly

Volume Forecast Accuracy

• Definition: Absolute % variance between forecast and actual contacts

Schedule Adherence

• Definition: Program-wide agent adherence to the published schedule
• Definition: Actual shrinkage vs. planned standard
• Target: Within 2 percentage points

Schedule Publication SLA

• Definition: Lead time from publication to schedule effective date
• Target: ≥ 14 days, 100% of cycles
• Definition: Paid hours in excess of the coverage standard
• Target: ≤ 5% of scheduled hours

Reporting Timeliness

• Definition: Daily and weekly reports/packs delivered by the committed cut-off
• Target: 100% on time

Qualifications

Required

• Four or more years in contact centre workforce management, with at least two years owning scheduling and real-time management for a live client-facing program.
• Demonstrated ability to architect a schedule from a demand curve and rebuild it on demand when the requirement changes — candidates should be able to walk through a specific rebuild they executed, the constraint they were working against, and the coverage outcome.
• Ability to build interval-level requirement and coverage models independently, not solely to operate a vendor tool that produces them.
• Advanced Excel: SUMPRODUCT, INDEX/MATCH, array logic and multi-sheet linked models, with the discipline to build formula-driven workbooks that rebuild live rather than static pasted outputs.
• Fluency in WFM and contact centre metrics — AHT, occupancy, shrinkage, adherence, conformance, Erlang-based requirement, overs/unders, AUX, NCNS, RDO/RDOT — without needing definition.
• Proven track record of holding service level through peak and unplanned events using intraday levers.
• Willingness and legal ability to work shifting schedules aligned to client time zone coverage, including night shift.
• Bachelor’s degree, or equivalent demonstrated capability in a quantitative operational role.

Preferred

• Experience in time-critical or emergency-response service environments, where under-coverage carries immediate consequence.
• Hands-on experience with a dedicated WFM platform (NICE IEX, Verint, Alvaria/Aspect, Calabrio, Genesys WFM).
• Python, SQL or Power BI for reporting automation; exposure to LP or solver-based schedule optimization is a strong differentiator.
• Experience standing up a WFM function from scratch in a small or scaling operation, rather than inheriting a mature one.
• Multi-program or multi-client scheduling experience under differing contractual service level regimes.