Workforce Planning & Scheduling Lead

IntouchCX; Philippines; On-site; PHP 550,000 - 850,000; Full time

Job summary

IntouchCX is seeking a Workforce Supervisor to direct and oversee a team of Workforce Analysts and Specialists. You will manage performance, development, and alignment with client operational expectations, ensuring staffing plans meet goals.

The role calls for strong leadership, real-time and planning expertise, and the ability to collaborate across departments to optimize the production environment. We welcome dedicated, analytical professionals.

Qualifications

• Post-secondary degree in a related discipline.
• Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning.
• Have at least 2 years of Workforce Planning experience.
• Experience working with Aspect and Verint software (considered an asset).
• Strong analytical, problem-solving, technical, information-management and decision-making skills.

Responsibilities

• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions and inputs
• Escalate discrepancies in data to management with recommendations for action
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Analyze proposals from WFM analysts' related to staffing needs
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
• Act as initial point of contact for all assigned projects on all scheduling concerns
• Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
• Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Directly respond to client escalations/queries with regards to Workforce Management
• Participate in daily and weekly meetings that requires workforce involvement
• Perform other duties as assigned

Skills

Team lead

Workforce planning

Analytical skills

Problem solving

Communication skills

Interpersonal skills

Organizational skills

Strategic thinking

Education

Post-secondary degree

Tools

Aspect

Verint

Job description

IntouchCX is seeking a Workforce Supervisor to direct and oversee a team of Workforce Analysts and Specialists. You will manage performance, development, and alignment with client operational expectations, ensuring staffing plans meet goals.

The role calls for strong leadership, real-time and planning expertise, and the ability to collaborate across departments to optimize the production environment. We welcome dedicated, analytical professionals.