Workforce Strategy & Scheduling Lead

Probe CX; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Probe Group is hiring a Workforce Management Manager in the Philippines to lead staffing for daily, weekly, and interval requirements. The role ensures WFM procedures are followed, real-time scheduling is optimized, and audits are conducted for accuracy.

Collaboration with clients and internal teams drives concise, actionable information. The ideal candidate will oversee forecasting, capacity planning, reporting governance, and staff development, while upholding Probe Group’s data protection

Responsibilities

• Team management and leadership to guide WFM analysts and agents
• Forecasting and capacity planning across client demand drivers
• Oversee scheduling lifecycle, intraday steering and leave management
• Produce daily/weekly/monthly performance reports and scorecards
• Engage with client leaders and internal teams to communicate risks and insights
• Represent WFM in stand-ups, capacity reviews and demand-planning forums
• Ensure policy compliance and data security across processes and handling of data

Skills

Team Leadership

WFM Expertise

Forecasting

Capacity Planning

Real-time Management

Reporting & Analytics

Stakeholder Management

Governance

Policy Compliance

Coaching & Development

Job description

Probe Group is hiring a Workforce Management Manager in the Philippines to lead staffing for daily, weekly, and interval requirements. The role ensures WFM procedures are followed, real-time scheduling is optimized, and audits are conducted for accuracy.

Collaboration with clients and internal teams drives concise, actionable information. The ideal candidate will oversee forecasting, capacity planning, reporting governance, and staff development, while upholding Probe Group’s data protection