Workforce Management Lead: Scheduling Architect for Live Ops

EnableSME, Inc.; Pasig; Sur place; PHP 900 000 - 1 400 000; Plein temps

Avantages offerts par ce poste

Health and life insurance

Leave credits

Career advancement

Laptop provided

Office in Pasig

Profit-sharing after 5 years

In-house learning & development

Résumé du poste

enablesGROUP in Ortigas, Pasig, PH is seeking a Workforce Management Lead to own end-to-end workforce planning for the Philippine delivery operation. You will forecast demand, build capacity plans, create schedules, and manage real-time queue performance with full ownership and accountability.

The role requires strong analytical skills and the ability to defend staffing decisions to leadership and clients. The successful candidate will lead weekly client-facing reviews, partner with Recruiting

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 on demand when requirements change.
• Ability to build interval-level requirement and coverage models independently.

Responsabilités

• Schedule Architecture & On-Demand Optimisation across the forecasting curve.
• Forecasting & Capacity Planning to model interval volume and FTE requirements.
• Real-Time Management including intraday queue monitoring and adjustments.
• Overs & Unders Governance with live coverage grids and exception handling.
• Reporting & Stakeholder Management with client-facing performance reviews.
• Cross-functional partnership with Recruitment, Training and HR.

Connaissances

Demand forecasting

Capacity planning

Scheduling

Real-time management

Excel advanced

WFM metrics

Formation

Bachelor’s degree or equivalent

Outils

NICE IEX

Verint

Alvaria/Aspect

Calabrio

Genesys WFM

Description du poste

enablesGROUP in Ortigas, Pasig, PH is seeking a Workforce Management Lead to own end-to-end workforce planning for the Philippine delivery operation. You will forecast demand, build capacity plans, create schedules, and manage real-time queue performance with full ownership and accountability.

The role requires strong analytical skills and the ability to defend staffing decisions to leadership and clients. The successful candidate will lead weekly client-facing reviews, partner with Recruiting