Senior Workforce Planning & Real-Time Scheduling Leader

Qualfon Philippines; Irving (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Qualfon Philippines is seeking a Workforce Management Manager to lead capacity planning, forecasting, scheduling and real-time management for client accounts. You will translate demand into staffing plans, drive productive-hour delivery, and supervise WFM staff while partnering with Operations and clients to mitigate risks and meet SLAs.

The role requires 4+ years in workforce management, strong Excel and Salesforce experience, and a track record of data-driven decision making.

Qualifications

• Bachelor’s degree in Statistics, Mathematics, Engineering or related field.
• Experience in capacity planning, forecasting, scheduling and intraday management across multiple channels.
• Proficiency in Excel, data validation, pivot tables, and large datasets.
• Hands-on experience with Salesforce in a customer support environment.
• Experience with Verint, Assembled, and Salesforce preferred.

Responsibilities

• Lead capacity planning and forecasting for client accounts.
• Oversee scheduling, align coverage to interval requirements and labor laws.
• Direct real-time management, monitor service levels and adherence.
• Coordinate data accuracy across workforce systems and tools.
• Provide reporting and recommendations to leadership and clients.
• Mentor supervisors, schedulers, and analysts.

Skills

Capacity planning

Forecasting

Scheduling

Intraday management

Data analysis

Leadership

Excel

Salesforce

Education

Bachelor’s degree in Statistics, Mathematics, Engineering

Tools

Salesforce

Verint

Assembled

Microsoft Excel

Job description

Qualfon Philippines is seeking a Workforce Management Manager to lead capacity planning, forecasting, scheduling and real-time management for client accounts. You will translate demand into staffing plans, drive productive-hour delivery, and supervise WFM staff while partnering with Operations and clients to mitigate risks and meet SLAs.

The role requires 4+ years in workforce management, strong Excel and Salesforce experience, and a track record of data-driven decision making.