Workforce Management Lead - Scheduling & Real-Time Ops

Intelogix; Manila; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

InteLogix in Manila is seeking a Manager, Workforce Management to lead scheduling and real-time staffing across accounts. The role encompasses overseeing the WFM function, ensuring optimal capacity, and driving adherence in a dynamic contact center environment.

You will supervise WFM Supervisors and Analysts, drive forecasting accuracy, and collaborate with operations to optimize service levels across multi-site operations in the region.

Qualifications

• Minimum 3 years in Workforce Management in a contact center environment.

Responsibilities

• Schedule and publish weekly schedules for all accounts; process changes and shift swaps.
• Monitor intraday adherence and service levels; perform intraday reforecasting.
• Own the compliance calendar; ensure zero scheduling violations across multiple countries.
• Deliver regional reporting on schedule adherence; provide capacity outlook for operations review.
• Supervise WFM Supervisors and Analysts; conduct regular 1:1s and identify development needs.

Skills

Workforce Management

Scheduling

Real-time management

WFM tools

Tools

Scheduling software

WFM tools

Job description

InteLogix in Manila is seeking a Manager, Workforce Management to lead scheduling and real-time staffing across accounts. The role encompasses overseeing the WFM function, ensuring optimal capacity, and driving adherence in a dynamic contact center environment.

You will supervise WFM Supervisors and Analysts, drive forecasting accuracy, and collaborate with operations to optimize service levels across multi-site operations in the region.