Workforce Planning & Scheduling Lead

iQor; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

iQor is seeking an experienced Workforce Management professional in Manila to ensure staffing plans align with forecasted call volumes and KPI targets. You will coordinate training, analysis, and reporting across multiple locations, including offshore analysts, to optimize performance.

The role requires strong Excel skills, 5+ years in call centers, and supervisory experience. You will manage schedules, vacations, and reporting structures while collaborating with clients to improve operational

Qualifications

• 5-8 years of experience in related fields.
• Experience in forecasting, staffing, and scheduling for a call center.
• Strong written and oral communication skills.
• Supervisory experience leading a team of 5+ direct reports.
• Excellent presentation and analytical abilities.
• Proficient with Excel and data interpretation.
• Ability to multi-task and prioritize deliverables.
• Knowledge of IEX is a plus.

Responsibilities

• Manages and maintains training plans to ensure adequate staffing for forecasted call volume.
• Participates in client calls to review KPI performance.
• Ensures reporting shows intraday and monthly staffing vs forecast to meet KPI.
• Recommends and implements staffing and scheduling changes to meet KPI.
• Schedules off-the-phone activities to avoid KPI impact.
• Manages forecasting and scheduling processes including vacation approvals and schedule changes.
• Handles administrative processes including ID administration.
• Performs other duties as assigned.

Skills

Forecasting

Staffing

Scheduling

Call center experience

Communication skills

Supervisory experience

Presentation skills

Analytical skills

Multi-tasking

Prioritization

Confidentiality

IEX knowledge

Education

Bachelor's Degree in Business Administration

Tools

Excel

Job description

iQor is seeking an experienced Workforce Management professional in Manila to ensure staffing plans align with forecasted call volumes and KPI targets. You will coordinate training, analysis, and reporting across multiple locations, including offshore analysts, to optimize performance.

The role requires strong Excel skills, 5+ years in call centers, and supervisory experience. You will manage schedules, vacations, and reporting structures while collaborating with clients to improve operational