Services Workforce Management Lead

About the Role
We are looking for a data-driven and results-oriented Services Workforce Management Lead to own and lead the workforce management function for our Services Hub.

In this role, you will ensure that the right capacity and skills are available at the right time to meet service-level, productivity, employee, and cost objectives.

You will independently set priorities, drive capacity planning and forecasting, and directly lead, coach, and develop a high-performing team of 4 WFM Specialists.
Key Responsibilities


* Forecasting & Capacity Planning: Build, maintain, and challenge workload, handling-time, shrinkage, productivity, and headcount forecasts to create robust short-, medium-, and long-term capacity plans.


* Scheduling & Shift Management: Oversee shift design, employee schedules, breaks, leave, overtime, and coverage rules to align capacity with forecasted demand while complying with labor requirements and employee well-being standards.


* Real-Time Governance: Establish intraday governance for service queues, adherence, staffing, utilization, and occupancy, while proactively escalating operational risks.


* Workforce Analytics & Reporting: Own recurring dashboards and workforce reviews covering service levels, forecast accuracy, absenteeism, and staffing variance to provide clear root-cause insights and action tracking.


* Cross-Functional Collaboration: Partner with Finance, HR, Talent Acquisition, and regional planning stakeholders to govern headcount, cost centers, hiring plans, and budget assumptions.


* Team Leadership: Lead, coach, and develop 4 WFM Specialists, setting service standards, building cross-coverage, and conducting structured performance reviews.

Qualifications & Requirements


* Education: Bachelor's degree in Business, Industrial Engineering, Statistics, Finance, Operations Management, or a related field.


* Experience: Minimum of 5 years of experience in workforce management, capacity planning, demand planning, or operations planning in a shared services or contact center environment, with at least 1 year in a lead or supervisory role.


* Technical Mastery: Advanced Microsoft Excel capability (complex formulas, pivot tables, data validation, and scenario modeling).

Familiarity with WFM platforms (Verint, NICE, Genesys) and Power BI is an advantage.


* Communication & Influence: Excellent written and spoken English communication skills, with a proven ability to present workforce strategies, risks, and trade-offs to senior leadership.


* Work Arrangement & Schedule: Hybrid schedule operating Monday through Friday with 3 days onsite per week in Cavite.

Operates primarily on a flexible midshift schedule with adaptability required for global cross-regional support.

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