Workforce Management Lead (Starmatic Exp Required)

enablesGROUP; Pasig; On-site; PHP 1,000,000 - 1,300,000; Full time

Benefits offered by this job

Health and life insurance from Day 1

Leave credits (20)

Profit-sharing potential

Laptop provided

Office in Pasig

Learning & Development with AI focus

Career advancement opportunities

Job summary

enablesGROUP is seeking a Workforce Management Lead to own the full workforce cycle across our Philippine delivery operations. This role covers forecast, capacity planning, schedule architecture, real-time management, coverage governance, and reporting.

You will build staffing models from demand, ensure proactive adjustments for forecast shifts, attrition, and client requirements, and collaborate with Operations, Recruitment, Training, and HR to align hiring with workload.

Qualifications

• 4+ years of contact centre Workforce Management experience.
• At least 2 years of hands-on ownership of scheduling and real-time management for a live client-facing program.
• Ability to architect schedules from demand curves and rebuild when requirements change.
• Advanced Excel skills (SUMPRODUCT, INDEX/MATCH, array logic, multi-sheet models).
• Experience with WFM platforms (NICE IEX, Verint, Calabrio, Genesys) and reporting tools.

Responsibilities

• Design schedules from interval-level demand and staffing requirements.
• Set shift times, RDO patterns, breaks, and staffing distribution based on demand.
• Rebuild schedules on demand as needs change.
• Maintain interval coverage while accounting for shrinkage and SLA targets.
• Publish schedules at least 14 days in advance.
• Model staffing scenarios to support decisions.

Skills

4+ years WFM

Scheduling ownership

Real-time management

Advanced Excel

RDO/RDOT scheduling

Peak-period management

Stakeholder communication

Education

Bachelor's degree or equivalent

Tools

NICE IEX

Verint

Calabrio

Genesys WFM

Python

SQL

Power BI

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.

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
• 20 leave credits for vacation and emergency.
• Endless opportunities for career advancement with annual performance reviews and salary increases.
• Company-provided laptop to set you up for success.
• Convenient office location in Pasig, at the heart of Manila, accessible to all.
• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
• In-house learning & development programs with access to the latest in AI and technology.

Job Title: Workforce Management Lead

Work Schedule: On-site | Shifting | Rotational

Job Summary

Take ownership of Workforce Management from forecast to real-time execution.

enablesGROUP is looking for an experienced Workforce Management (WFM) Lead to own the end-to-end workforce cycle across our Philippine delivery operations.

This is a hands-on, single-owner WFM role covering forecasting, capacity planning, schedule architecture, real-time management, coverage governance, and workforce reporting.

We're looking for someone who doesn't simply operate a WFM tool. You should be able to take a demand requirement, build the appropriate staffing and schedule model from the ground up, and rapidly rebuild it when requirements change.

If client forecasts shift, attrition impacts coverage, deployment dates move, or demand unexpectedly peaks, you'll be expected to determine what needs to change and implement a coverage-compliant solution.

What You'll Be Doing

• Design workforce schedules directly from interval-level demand and staffing requirements.
• Determine appropriate shift start times, RDO patterns, break placement, and staffing distribution based on actual demand.
• Rebuild schedules on demand when forecasts, headcount, waves, attrition, or client requirements change.
• Maintain appropriate interval coverage while accounting for shrinkage.
• Optimise schedules for both service-level coverage and paid-hour efficiency.
• Use solver-based or programmatic optimisation where appropriate for complex scheduling scenarios.
• Manage RDO patterns, RDO swaps, RDOT, shift bids, and schedule exceptions.
• Publish schedules at least 14 days in advance.
• Model alternative staffing and scheduling scenarios to support operational and commercial decisions.

Forecasting & Capacity Planning

• Build and maintain interval-level volume, AHT, staffing, and FTE requirement models.
• Translate workforce requirements into hiring, training, and deployment plans.
• Maintain a rolling 13-week capacity forecast.
• Identify and escalation projected over- or under-capacity.
• Track planned versus actual shrinkage across leave, AUX, attrition, training, NCNS, and other drivers.
• Forecast seasonal, client-market, weather-related, and other demand peaks and ensure coverage is planned in advance.

Real-Time Workforce Management

• Monitor live queue performance, occupancy, schedule adherence, conformance, and service levels.
• Take immediate action when service levels or coverage are at risk.
• Execute intraday levers including:
• Skill reassignment
• Queue rebalancing
• VTO and OT
• Cross-queue borrowing
• Establish and maintain clear intraday escalation triggers and actions.
• Track adherence by agent and wave and coordinate exceptions with Operations and HR.

Coverage & Staffing Governance

• Maintain live overs/unders coverage grids that respond to roster changes.
• Report daily and interval-level staffing position against requirements.
• Quantify both the cost impact of overstaffing and service-level risk of understaffing.
• Clearly identify structural coverage gaps where available headcount or shift constraints prevent a zero-breach schedule.
• Recommend the headcount or scheduling changes required to close identified gaps.

Reporting & Stakeholder Management

• Produce accurate daily, weekly, and monthly WFM reporting for senior operations and client stakeholders.
• Ensure reporting reconciles from interval through daily, weekly, wave, and program levels.
• Support client performance reviews with staffing, capacity, and adherence analysis.
• Provide costed staffing impacts when client requirements change.
• Partner closely with Operations, Recruitment, Training, and HR to align hiring waves, training timelines, certification, and deployment with workforce requirements.

What We're Looking For

• 4+ years of contact centre Workforce Management experience.
• At least 2 years of hand-on ownership of scheduling and real-time management for a live client-facing program.
• Demonstrated ability to architect schedules from demand curves and rebuild them when requirements change.
• Strong experience building interval-level staffing, requirement, and coverage models independently.
• Advanced Excel skills, including SUMPRODUCT, INDEX/MATCH, array logic, and multi‑sheet linked models.
• Strong working knowledge of:
• AHT
• Occupancy
• Schedule adherence and conformance
• Erlang-based staffing requirements
• Overs/unders
• AUX and NCNS
• RDO/RDOT
• Proven ability to manage workforce coverage during peak periods and unplanned events.
• Strong analytical and problem‑solving skills.
• Confidence presenting and defending staffing recommendations to senior leadership and client stakeholders.
• Willingness to work onsite in Ortigas on shifting schedules, including night shifts, based on client coverage requirements.
• Bachelor's degree or equivalent demonstrated experience in a quantitative operational role.

Highly Desirable

• Experience in time-critical or emergency-response service environments.
• Hands-on experience with WFM platforms such as NICE IEX, Verint, Alvaria/Aspect, Calabrio, or Genesys WFM.
• Experience with Python, SQL, or Power BI for reporting and automation.
• Exposure to linear programming, solver-based, or programmatic schedule optimisation.
• Experience establishing or scaling a WFM function rather than only working within an established WFM team.
• Experience managing multiple programs or clients with different service-level requirements.

How Success Will Be Measured

You'll have clear ownership of workforce outcomes, including:

• Full multi-queue rebuilds within 2 business days
• Achievement of contracted client service levels
• Monthly forecast accuracy within ±5%
• Weekly forecast accuracy within ±10%
• Actual shrinkage within 2 percentage points of plan
• 100% of schedules published at least 14 days ahead
• Overstaffing maintained at ≤5% of scheduled hours