Workforce Planning & Real-Time Ops Manager

Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking a Workforce Management lead to guide a team of analysts across one or more sites in Metro Manila. You will monitor real-time performance, forecast demand, and coordinate staffing to meet strict service goals.

Key responsibilities include analyzing past volumes, aligning with Account Managers and clients, and coaching staff to deliver high performance. The role requires strong leadership, analytical skills, and meticulous reporting to management.

Qualifications

• Experience leading workforce management teams.
• Strong analytical skills with forecasting and scheduling expertise.
• Ability to collaborate with Account Managers and Operations Directors.

Responsibilities

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites.
• Analyze past volume and staffing patterns and implement actions based on forecasts to meet service goals.
• Conduct analysis and recommend solutions to real time performance issues with operations.
• Validate forecasting and staff planning and coordinate with Account Managers and clients.
• Interface with Account Managers/Operations Directors for escalations.
• Manage staff schedules and responsibilities of Workforce Management team.
• Responsible for performance appraisals and setting objectives for direct reports.
• Coach and develop a high performing team through leadership.
• Ensure accurate tracking of contact centre schedule adherence and attendance management.
• Prepare daily/weekly/monthly reports and distribute to Management.
• Oversee staffing ratios and seat utilization to meet contact centre goals.

Skills

Real Time Analysts

Reports Analysts

Capacity Planning

Resource Planning

Forecasting

Scheduling

Leadership

Team Management

Tools

Genesys

Job description

Acquire Intelligence Philippines Inc. is seeking a Workforce Management lead to guide a team of analysts across one or more sites in Metro Manila. You will monitor real-time performance, forecast demand, and coordinate staffing to meet strict service goals.

Key responsibilities include analyzing past volumes, aligning with Account Managers and clients, and coaching staff to deliver high performance. The role requires strong leadership, analytical skills, and meticulous reporting to management.