Workforce Manager | Dayshift | Ortigas

Acquire Intelligence; Metro Manila; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

Acquire Intelligence, a leading WFM outsourcer, seeks a seasoned Workforce Manager in the Philippines to oversee multi‑vendor WFM operations and the Genesys Cloud CX setup, ensuring alignment to client targets.

You will own forecast accuracy, scheduling governance, and enterprise‑wide WFM improvements, chair governance reviews with the client, manage vendor performance, and drive SLA attainment across queues and channels, delivering consistent KPI outcomes for the enterprise.

Qualifications

• 7+ years in workforce management or contact center planning.
• Experience leading multi‑vendor WFM or Command Centre operations.
• Strong forecasting, capacity planning, and staffing optimization skills.
• Experience designing and configuring WFM tools and dashboards.

Responsibilities

• Own forecast methodology and headcount plans; sign off on reforecasts and scenarios.
• Chair governance reviews with the client; present KPI performance and improvement recommendations.
• Manage escalations and vendor coordination to address SLA breaches and gaps.
• Own WFM governance framework, including RACI, reporting standards, and escalation paths.
• Lead the WFM as a Service model and ensure consistent WFM standards across vendors.
• Oversee Genesys WFM configuration, forecasting, scheduling, and real-time adherence.
• Develop and coach a high-performance WFM team and manage staff allocations.

Skills

Forecasting

WFM management

Vendor management

Analytical thinking

Leadership

Tools

Genesys Cloud CX

Power BI

Excel

SQL

Job description

ABOUT US

ACQUIRE INTELLIGENCE™ is an award-winning outsourcer providing contact centre and back-office services with a vision to connect organisations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

You are a Workforce Manager, a champion in your field. As part of the A-team, your role plays an important part in our success.

ROLE PURPOSE

This role operates within a WFM as a Service set up, in which Acquire Intelligence delivers the WFM/Command Centre function for a client across multiple delivery vendors. The WFM Manager manages these vendors as one workforce, ensuring they are aligned to common standards and collectively meet client targets.

Owns the end-to-end WFM/Command Centre function for the account, accountable for forecast accuracy, scheduling effectiveness, SLA/service level outcomes, and governance across all in-scope queues, channels, and vendors. Acts as the primary WFM point of contact for client leadership and chairs internal governance reviews.

This is an oversight and governance role rather than a takeover of each delivery vendor's internal WFM operations. The WFM Manager is accountable for setting and monitoring enterprise‑wide best practice and the Client's targets, while individual vendors retain execution of their own frontline staffing and scheduling within that framework.

The WFM Manager is also the account’s Genesys Cloud CX WFM authority, owning the design, configuration, and ongoing integrity of the Genesys Workforce Engagement Management (WEM) set up that underpins forecasting, scheduling, real time management, and reporting for every in-scope queue and vendor.

KEY RESPONSIBILITIES

Governance, Planning and Client Leadership

• Own overall forecast methodology, capacity plans, and headcount recommendations; sign off on monthly/quarterly reforecasts and scenario models.
• Chair the Service Review Board level cadence with the client, presenting KPI performance, root cause findings, and improvement recommendations.
• Own escalation resolution for persistent or high‑severity issues (e.g., sustained SLA breaches, multi‑vendor coordination gaps) that exceed analyst level authority.
• Approve AUX policy changes, shrinkage governance decisions, and any change requests affecting the operating model.
• Manage the WFM/Command Centre P&L and resourcing plan, including the onshore/offshore mix and vendor coordination.
• Own the continuous improvement roadmap, including automation/AI‑enabled WFM initiatives and their rollout, applying the Eliminate, Automate, Reallocate™ approach.
• Ultimate accountability for contractual KPI delivery, service credits, and reporting integrity.

WFM as a Service and Multi‑Vendor Management

• Lead the WFM as a Service model for the client, acting as the single point of WFM accountability to the client across all delivery vendors.
• Manage multiple delivery vendors, ensuring each is aligned to common WFM standards, definitions, processes, and Genesys configuration so that performance is consistent and comparable.
• Translate client targets into vendor‑level service goals, capacity requirements, and staffing expectations, and track each vendor’s delivery against them.
• Coordinate volume and workload distribution across vendors so that combined performance meets client targets, rebalancing where one vendor is at risk.
• Run regular vendor performance reviews, holding vendors accountable for forecast inputs, schedule adherence, shrinkage, and service level outcomes, and agreeing corrective actions where targets are at risk.
• Maintain the WFM as a Service governance framework, including RACI, reporting standards, and escalation paths between Acquire Intelligence, vendors, and the client.

Genesys Cloud CX Ownership and Set Up

• Platform authority: Act as the account’s senior Genesys Cloud CX WFM administrator and design owner, approving every WEM configuration change and ensuring the set up reflects the Client’s targets and the governance framework.
• WEM structure: Design and maintain business units, management units, planning groups, and service goal templates so that each queue, channel, and vendor is modelled accurately and reported consistently.
• Forecasting: Configure and govern Genesys short‑term and long‑term forecasting, including historical data selection, outlier and event handling, forecast modifications, and validation of Genesys forecasts against client‑provided forecasts.
• Scheduling: Own activity codes, work plans, shift templates, work plan rotations, time off plans and limits, and schedule generation rules; oversee work plan bidding and publishing standards used across vendors.
• Routing alignment: Ensure queues, skills, languages, utilisation settings, wrap‑up codes, and Architect flow changes are aligned with WFM planning groups so that routing changes never break forecasting or service level reporting.
• Real time and adherence: Set up and govern intraday monitoring, adherence and conformance rules, exception thresholds, and real time dashboards used by the Command Centre and vendor teams.
• Access and security: Govern roles, permissions, and divisions so that each vendor has the correct level of access to their own management units while enterprise‑wide visibility is maintained.
• Data and reporting: Own Genesys Performance views, analytics exports, and API/data integrations feeding Power BI or equivalent reporting, guaranteeing a single, auditable source of truth for contractual KPIs.
• Change and release control: Run the change control process for Genesys WFM configuration, test changes before release, track Genesys quarterly feature releases, and lead adoption of new WEM and AI‑enabled capabilities.
• Vendor and client enablement: Coach vendor WFM teams on Genesys best practice, resolve configuration issues with Genesys support and partners, and act as the escalation point for all Genesys WFM matters.

Team Leadership

• Manage a team of Real Time Analysts, Reports Analysts, and Capacity and Resource Planners across single or multiple sites.
• Manage the staff schedules and responsibilities of the Workforce Management team.
• Establish performance objectives and complete performance appraisals for all direct reports.
• Coach and develop a high performance team, building Genesys capability across the team through structured training and certification.
• Demonstrate sound judgment and fairness when administering policies and procedures.

Operational Oversight

• Analyse past volume and staffing patterns, validate forecasts against client inputs, and ensure actions are implemented so that service goals are met.
• Set the standard for schedule adherence, shrinkage, and absenteeism tracking, and work with Operations and vendor teams on attendance management initiatives.
• Recommend solutions to real time performance issues and interface with Account Managers and Operations Directors on service impacting escalations.
• Ensure accurate daily, weekly, and monthly reporting is produced and distributed to internal management and client stakeholders.
• Govern staffing ratios and seat utilisation to ensure contact centre goals are met.
• Build effective working relationships with internal departments and work with the Senior Management team on initiatives supporting new business growth.
• Assist with special projects and other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

Essential

• Expert, hands‑on command of Genesys Cloud CX Workforce Engagement Management, with a proven track record of designing and configuring a Genesys WFM environment end to end (business units, management units, planning groups, service goals, forecasting, scheduling, work plans, adherence, and reporting).
• Minimum 3 years as a Genesys Cloud CX WFM administrator or configuration lead, ideally including an implementation, migration, or major re‑design.
• Minimum 7 years of workforce management experience in a contact centre environment, with at least 1‑2 years managing a WFM or Command Centre team.
• Proven experience managing multiple vendors within a WFM as a Service or managed service model, aligning them to a single client framework and client targets across sites, queues, and channels (voice, chat, email, messaging).
• Strong forecasting and capacity planning skills, including Erlang C, time series methods, and scenario modelling.
• Proven experience presenting to client leadership and managing contractual KPIs, SLAs, and service credits.
• Advanced Excel skills and working knowledge of SQL and Power BI or similar reporting tools.
• Experience managing a function P&L and resourcing plan.

Preferred

• Genesys Cloud CX certifications, such as Genesys Cloud CX Professional and Genesys Cloud CX Workforce Engagement Management certification.
• Knowledge of Genesys Architect, routing, and the Genesys Cloud APIs.
• Exposure to other WFM platforms (e.g., NICE, Verint, Calabrio) used by delivery vendors, and experience integrating them into a Genesys‑led governance model.
• Experience with or expertise in Amazon Connect, including its contact flows, routing, real time metrics, and forecasting, capacity planning, and scheduling features, to support vendors or programmes operating on Amazon Connect alongside Genesys.
• Experience in the energy or utilities sector.

HOW SUCCESS IS MEASURED

• Forecast accuracy against agreed tolerance at interval, daily, and monthly levels.
• Service level and SLA attainment across all in-scope queues, channels, and vendors.
• Each vendor consistently meeting its agreed targets and operating to the common WFM as a Service standards.
• Schedule adherence, conformance, and shrinkage within governed targets.
• Integrity and timeliness of contractual KPI reporting, with zero unresolved reporting disputes.
• Stability and accuracy of the Genesys Cloud CX WFM configuration, with all changes controlled and documented.
• Delivery of the continuous improvement and automation roadmap.