Workforce Manager | Dayshift | Ortigas

ABOUT US

ACQUIRE INTELLIGENCE™ is an award-winning outsourcer providing contact centre and back-office services with a vision to connect organisations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

You are a Workforce Manager, a champion in your field. As part of the A-team, your role plays an important part in our success.

ROLE PURPOSE

This role operates within a WFM as a Service set up, in which Acquire Intelligence delivers the WFM/Command Centre function for a client across multiple delivery vendors. The WFM Manager manages these vendors as one workforce, ensuring they are aligned to common standards and collectively meet client targets.

Owns the end-to-end WFM/Command Centre function for the account, accountable for forecast accuracy, scheduling effectiveness, SLA/service level outcomes, and governance across all in-scope queues, channels, and vendors. Acts as the primary WFM point of contact for client leadership and chairs internal governance reviews.

This is an oversight and governance role rather than a takeover of each delivery vendor's internal WFM operations. The WFM Manager is accountable for setting and monitoring enterprise‑wide best practice and the Client's targets, while individual vendors retain execution of their own frontline staffing and scheduling within that framework.

The WFM Manager is also the account’s Genesys Cloud CX WFM authority, owning the design, configuration, and ongoing integrity of the Genesys Workforce Engagement Management (WEM) set up that underpins forecasting, scheduling, real time management, and reporting for every in-scope queue and vendor.

KEY RESPONSIBILITIES

Governance, Planning and Client Leadership

• Own overall forecast methodology, capacity plans, and headcount recommendations; sign off on monthly/quarterly reforecasts and scenario models.
• Chair the Service Review Board level cadence with the client, presenting KPI performance, root cause findings, and improvement recommendations.
• Own escalation resolution for persistent or high‑severity issues (e.g., sustained SLA breaches, multi‑vendor coordination gaps) that exceed analyst level authority.
• Approve AUX policy changes, shrinkage governance decisions, and any change requests affecting the operating model.
• Manage the WFM/Command Centre P&L and resourcing plan, including the onshore/offshore mix and vendor coordination.
• Own the continuous improvement roadmap, including automation/AI‑enabled WFM initiatives and their rollout, applying the Eliminate, Automate, Reallocate™ approach.
• Ultimate accountability for contractual KPI delivery, service credits, and reporting integrity.

WFM as a Service and Multi‑Vendor Management

• Lead the WFM as a Service model for the client, acting as the single point of WFM accountability to the client across all delivery vendors.
• Manage multiple delivery vendors, ensuring each is aligned to common WFM standards, definitions, processes, and Genesys configuration so that performance is consistent and comparable.
• Translate client targets into vendor‑level service goals, capacity requirements, and staffing expectations, and track each vendor’s delivery against them.
• Coordinate volume and workload distribution across vendors so that combined performance meets client targets, rebalancing where one vendor is at risk.
• Run regular vendor performance reviews, holding vendors accountable for forecast inputs, schedule adherence, shrinkage, and service level outcomes, and agreeing corrective actions where targets are at risk.
• Maintain the WFM as a Service governance framework, including RACI, reporting standards, and escalation paths between Acquire Intelligence, vendors, and the client.

Genesys Cloud CX Ownership and Set Up

• Platform authority: Act as the account’s senior Genesys Cloud CX WFM administrator and design owner, approving every WEM configuration change and ensuring the set up reflects the Client’s targets and the governance framework.
• WEM structure: Design and maintain business units, management units, planning groups, and service goal templates so that each queue, channel, and vendor is modelled accurately and reported consistently.
• Forecasting: Configure and govern Genesys short‑term and long‑term forecasting, including historical data selection, outlier and event handling, forecast modifications, and validation of Genesys forecasts against client‑provided forecasts.
• Scheduling: Own activity codes, work plans, shift templates, work plan rotations, time off plans and limits, and schedule generation rules; oversee work plan bidding and publishing standards used across vendors.
• Routing alignment: Ensure queues, skills,