Workforce Management Lead

2 weeks ago

Cebu City, Central Visayas, Philippines XtendOps Full time

The Workforce Management (WFM) Lead is responsible for designing, governing, and operating the

enterprise WFM model supporting a large-scale, highly regulated pharma contact center environment.

This role ensures accurate forecasting, efficient staffing, and real-time performance control across 2,300+

agents and 100+ Lines of Business (LOBs), while protecting service levels, cost efficiency, and regulatory

obligations.

Key Responsibilities

Enterprise WFM Ownership: Own end-to-end WFM including forecasting, capacity planning, scheduling,

intraday management, and reporting. Operate a centralized WFM Center of Excellence with embedded

LOB support teams. Establish and enforce enterprise WFM standards and governance.

Genesys Platform Transition & Ownership: Lead transition to the Genesys platform including planning,

data migration, validation, cutover, and post-go-live stabilization. Partner with IT, Telecom, and

Operations to align routing, skills, and WFM configuration while maintaining service levels and

compliance.

Forecasting & Capacity Planning: Build and maintain multi-skill, multi-channel, interval-level forecasts

across clustered LOB families using Genesys WFM. Translate forecasts into hiring plans, training class

sizes, and nesting models.

Scheduling & Optimization: Design schedules, shift templates, and skill-based staffing models within

Genesys WFM. Balance service levels, occupancy, cost, and agent experience while meeting labor and

contractual requirements.

Intraday & Real-Time Management: Lead centralized intraday operations using Genesys real-time tools.

Execute rebalancing, skill movement, overtime and VTO strategies, and incident response.

Stakeholder Partnership & Compliance: Act as primary WFM partner to Operations, Program

Management, Training, QA, and Compliance. Ensure WFM models support regulated workflows and

maintain audit-ready documentation.

Performance & Continuous Improvement: Own WFM KPIs including forecast accuracy, adherence,

occupancy, and service levels. Continuously refine Genesys models and leverage automation and

analytics to reduce variance.

Experience & Qualifications

7–10+ years of WFM leadership in large, complex contact center environments. Hands-on experience

transitioning WFM and operations to the Genesys platform, with advanced expertise in Genesys WFM

forecasting, scheduling, intraday management, and reporting. Proven experience supporting multi-LOB,

multi-skill, regulated operations (pharma, healthcare, insurance, or financial services). Strong analytical

and executive communication skills.

Measures of Success

Successful transition to Genesys with no material service level degradation; improved forecast accuracy

and staffing efficiency; stable service level performance across all LOBs; high confidence from

Operations and Compliance stakeholders.

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