Manager, Workforce at InteLogix

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Oct, 26

Salary

0.0

Posted On

07 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Scheduling, Real-Time Management, Intraday Adherence, Capacity Planning, Compliance Monitoring, Reporting & Analytics, People Management, Erlang C Methodology, Interval-level Forecasting, WFM Software Proficiency, Performance Management

Industry

Business Consulting and Services

Description

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations. KEY RESPONSIBILITIES Scheduling Build and publish weekly schedules for all accounts Manage schedule change requests, exception processing, and shift swap approvals Optimize scheduling to minimize overstaffing and understaffing at interval level Ensure schedules reflect current capacity plan inputs and forecast volumes Real-Time Management Monitor intraday adherence and service levels across all accounts Execute intraday reforecasting when volume deviates significantly from plan Escalate and manage real-time staffing adjustments — overtime, voluntary time off, emergency coverage Maintain RTM dashboard accuracy with same-day resolution of data discrepancies Compliance Own the compliance calendar Conduct monthly compliance review of scheduling outputs; document findings Ensure zero scheduling violations across both countries; escalate risks immediately Reporting & Analytics Deliver regional reporting suite on schedule and with documented accuracy Produce weekly adherence and schedule effectiveness reports for operations review Provide short-term outlook for Americas accounts as input to monthly capacity plan People Management Supervise WFM Supervisors and Analysts Conduct regular 1:1s and structured performance conversations Identify technical gaps in team; escalate development needs to Sr. WFM Manager REQUIREMENTS Non-Negotiable Minimum 3 years in Workforce Management in a contact center environment Direct scheduling and real-time management experience in a multi-site environment Working knowledge of different rules relates to scheduling Proficiency in WFM tools and scheduling software Demonstrated ability to manage adherence performance and intraday operations Strongly Preferred Experience managing WFM Global Operations Familiarity with interval-level forecasting and Erlang C methodology Has supervised direct reports in a WFM or operations environment As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.

Responsibilities

Manage weekly scheduling, real-time adherence, and intraday operations to optimize staffing levels across multiple accounts. Supervise WFM supervisors and analysts while delivering regional reporting and ensuring scheduling compliance.