Workforce Management Lead: On-Demand Scheduling Architect

enablesGROUP

Pasig

On-site

PHP 800,000 - 1,100,000

Full time

5 days ago

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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.