Workforce Manager: Real-Time & Forecasting

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced workforce management manager responsible for staffing to meet daily, weekly, and interval requirements. You will ensure compliance with operating procedures, oversee real‑time scheduling, and drive data‑driven decisions with internal and client stakeholders.

You will lead cross‑functional teams, deliver client reports, and forecast capacity across demand drivers, leveraging scenario modeling to optimize staffing readiness.

Qualifications

Responsibilities

• Team Management and Leadership
• Create and deliver reports to clients and managers including other Support Departments to plan and effect measures to achieve operational and strategic business results.
• Manage deviations from the plan that have financial impact. Review data and trends and diagnose problems and concerns
• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
• Coordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
• Forecasting and Capacity Planning Oversight
• Oversee unified volume forecasting across all client demand drivers (satellite changes, billing cycles, tech issues, sports seasonality, digital behaviour).
• Drive scenario‑based modeling (best/mid/worst case) to inform staffing plans and operational readiness.
• Validate supply‑demand balancing, shrinkage levels, and staffing recommendations (OT, hiring, cross‑skilling) for PH operations.
• Participate in Demand Planning and Fusion meetings to align capacity with upcoming initiatives.
• Utilize knowledge and research methods to benchmark capacity planning activities and to drive best practice results
• Scheduling and Real Time Management
• Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leave management.
• Ensure multi‑skill scheduling supports channel mix changes and service requirements.
• Guide intraday steering across queues, including staffing moves, skill activation, and action triggers.
• Ensure absenteeism, AHT spikes, and volume anomalies are addressed quickly
• Reporting Governance
• Validate and deliver daily/weekly/monthly operational performance reports (volumes, AHT, shrinkage, staffing variance, SL, digital trends).
• Oversee scorecard reporting (adherence, productivity, efficiency).
• Team Development
• Provide coaching, performance management, and skill development to WFM analysts.
• Document coaching sessions, manage improvement plans, and reinforce accountability.
• Stakeholder Engagement
• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.
• Governance Cadence Execution
• Represent WFM in daily stand‑ups, weekly capacity reviews, GTM meetings, demand‑planning forums, monthly forecast reviews, and quarterly strategy sessions.
• Policy, Compliance & Documentation
• Ensure adherence to Probe/Client policies, including data security, privacy, and reporting hygiene.
• Comply with Probe's privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Complete all necessary training requirements and professional development opportunities.
• Culture & Workplace Standards
• Promote a respectful, inclusive, and safe environment; address hazards and uphold compliance.
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

Job description

Hammerjack Pty Ltd is seeking an experienced workforce management manager responsible for staffing to meet daily, weekly, and interval requirements. You will ensure compliance with operating procedures, oversee real‑time scheduling, and drive data‑driven decisions with internal and client stakeholders.

You will lead cross‑functional teams, deliver client reports, and forecast capacity across demand drivers, leveraging scenario modeling to optimize staffing readiness.