Workforce Management Lead – Real-Time & Forecasting

Ibex Limited; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Ibex Limited is seeking a Workforce Manager to lead a team of WFM professionals responsible for all facets of workforce planning and intraday management. You will determine schedules and resources for call queues, collaborate with site leaders, and develop contingency plans during peak demand periods to ensure optimal coverage.

You will oversee forecasting, scheduling, and real-time adjustments, analyze call volumes, and drive efficiency while maintaining service levels and controlling overtime.

Qualifications

• Bachelor’s Degree (any field).
• At least 5 years of related experience in call center workforce management preferably with a global command center setup; 3 years managerial experience.

Responsibilities

• Manages day-to-day operation of the Workforce Management Real time adherence team.
• Maintains service levels while minimizing overtime costs.
• Creates policies and procedures to standardize WFM functions.
• Co-leading workforce forecasting, scheduling, and load balancing for call activities.
• Develops and maintains site work schedules and schedules for all transaction-based work.

Skills

Excellent communication

Presentation skills

Analytical skills

Interpersonal skills

Organization & time management

Reporting skills

Education

Bachelor’s Degree (any field)

Tools

CMS

IEX Total View

eWFM

Blue Pumpkin

Advanced Excel

Job description

Ibex Limited is seeking a Workforce Manager to lead a team of WFM professionals responsible for all facets of workforce planning and intraday management. You will determine schedules and resources for call queues, collaborate with site leaders, and develop contingency plans during peak demand periods to ensure optimal coverage.

You will oversee forecasting, scheduling, and real-time adjustments, analyze call volumes, and drive efficiency while maintaining service levels and controlling overtime.