Workforce Planning & Real-Time Scheduling Lead

Probe CX; Makati; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Probe CX in Makati, Philippines, seeks an experienced Workforce Manager to lead programme staffing, real-time scheduling, and capacity planning for multiple client teams. You will coordinate with clients and internal stakeholders to drive efficiency, ensure adherence to WFM procedures, and maintain accurate forecasts and staffing decisions.

Responsibilities include leading a team of WFM analysts, delivering performance reports, overseeing scheduling lifecycle, and conducting audits to ensure

Responsibilities

• Team Leadership and People Management
• Create and deliver client and internal reports to drive operational results
• Monitor plan deviations with financial impact and diagnose issues
• Coordinate with stakeholders to ensure accurate planning information
• Manage cross-functional activities to reconcile variances and forecast accuracy
• Provide governance with daily/weekly/monthly performance reports (volumes, AHT, shrinkage, SL)
• Oversee scheduling lifecycle including leave management and multi-skill scheduling
• Coach WFM analysts, conduct performance reviews, and develop skills
• Engage with client leaders and internal teams to communicate risks and insights
• Represent WFM in stand-ups, capacity reviews, and governance meetings
• Ensure compliance with privacy, data protection and security policies

Job description

Probe CX in Makati, Philippines, seeks an experienced Workforce Manager to lead programme staffing, real-time scheduling, and capacity planning for multiple client teams. You will coordinate with clients and internal stakeholders to drive efficiency, ensure adherence to WFM procedures, and maintain accurate forecasts and staffing decisions.

Responsibilities include leading a team of WFM analysts, delivering performance reports, overseeing scheduling lifecycle, and conducting audits to ensure