Role Overview
As the WFM Lead, you will be responsible for planning, optimizing, and scaling workforce operations to ensure service level targets, productivity, and cost efficiency are consistently met. You’ll serve as the go-to expert for capacity planning, forecasting, scheduling, and performance reporting.
Key Responsibilities
- Lead forecasting, capacity planning, scheduling, and real-time management
- Develop and maintain short-term and long-term staffing plans
- Monitor and improve service levels, shrinkage, utilization, and adherence
- Partner with Operations Leaders to support performance and efficiency goals
- Create and manage WFM dashboards and executive-level reports
- Drive continuous improvement in WFM processes and tools
- Support scaling efforts across programs and client accounts
- Provide guidance and mentorship to WFM and Operations teams as needed
Qualifications
- 5+ years of experience as a WFM Manager or higher
- Strong hands-on experience in forecasting, scheduling, capacity planning, and real-time WFM
- Proficient with various WFM and reporting tools
- Strong analytical, problem-solving, and decision-making skills
- Ability to thrive in an agile, fast-paced environment and consistently meet output requirements ahead of deadlines
- Strong collaboration skills; able to work closely with Operations and Project Leaders across multiple initiatives
- Proactive mindset with the ability to identify and address traditional WFM opportunities and improvement areas
- Adaptable to different platform features and operating models, with a clear understanding of where and how traditional WFM principles apply
- Excellent communication skills, with experience supporting remote and distributed teams
- Practical familiarity with AI-enabled tools and automation relevant to forecasting, scheduling, reporting, and workforce optimization; able to leverage AI tools and prompt-based systems to accelerate analysis, scenario modeling, and decision support
- Strong understanding of how AI and data-driven systems influence workforce models, including capacity planning, performance prediction, and exception management, with the ability to translate traditional WFM principles into tech-enabled environments
How to Apply
- 📩 Interested candidates may send their CVs to recruitment@agentsonly.com
- Please use the subject line: WFM Lead – PH
