Workforce Management Manager (Contact Center)

The role

Neon Link places experienced workforce management leaders with US contact centers that want one senior person to own staffing from the long-range forecast down to the next interval. That means the forecast, the capacity plan, the schedules and intraday management for the client's contact center, and leading the WFM analysts and real-time analysts who run it with you. You'll work in the client's WFM platform, such as NICE IEX, Verint, Aspect, Genesys, Calabrio or Five9, along with the contact center's ACD reports and Excel, and turn the numbers into staffing decisions the operations leaders can act on before the week starts, not after it goes wrong.

It matters because every understaffed interval is a caller who hangs up and doesn't call back, and every overstaffed interval is payroll the business never gets back. Your plans are built on agent schedules, attendance and leave records and the client's volume and cost figures, all of it confidential, so we look for people who keep that data inside the client's systems by habit. People do well here when they can build a forecast from messy data, defend it to leadership in plain language, and coach a team to run it without them in the room.

Day to day you'll take direction from the client's contact center director or head of operations, as part of their team, with Neon Link behind you. Before you publish your first schedule you're trained on the client's WFM platform, queue and skill structure, staffing rules and escalation path.

What you'll do

• Own the long-range, monthly, weekly and interval forecast for every queue, channel and skill, built from ACD history, seasonality, holidays, campaign and marketing calendars and the client's business drivers, and reforecast when the pattern breaks
• Build and maintain the capacity plan: required staff by interval from Erlang C or the WFM platform's simulation, with shrinkage, attrition, handle time and new hire learning curves, and show leadership in plain terms what each staffing level does to service level, wait time and cost
• Model what-if scenarios before launches, new queues, policy changes and peak season, and keep a contingency staffing plan ready for system outages, weather and sudden volume spikes
• Design and publish schedules and shift patterns that cover the demand curve while staying fair to the team, place breaks, lunches, training and coaching time where the intervals can absorb them, and run shift bids, swaps and time off requests by the client's rules
• Lead intraday management with your real-time analysts and the operations floor: overtime, voluntary time off, break and training moves, and skill or routing changes when volume shifts, with clear rules for when each lever gets pulled
• Own the WFM platform and its data, including skills, agent profiles, adherence rules, the ACD feed and reports, so the numbers are trusted, and lead upgrades or a move to a new platform when the client needs one
• Lead, coach and quality check the WFM analysts and real-time analysts, set their daily and weekly routines, review their forecasts, schedules and intraday logs, and help the client hire and onboard them
• Report weekly and monthly on forecast accuracy, service level, abandonment, average speed of answer, handle time, adherence, occupancy and shrinkage, with the cause behind each miss and what you changed, in Excel or Power BI views the operations team actually reads
• Work with operations, HR and training on attendance and leave rules, hiring timelines, new hire class sizes and the headcount budget, and flag early when the plan and the budget don't match
• Document every forecasting method, schedule rule and intraday playbook so the function runs the same on your day off

What you bring

• 5 or more years of contact center workforce management, including at least 2 years leading WFM analysts, schedulers or real-time analysts, and hands-on forecasting and scheduling of inbound voice for a US operation
• Real-time analyst or scheduler work alone doesn't count for this role, and neither does operations management that used WFM reports without building the forecast and capacity plan behind them
• Deep working knowledge of at least one WFM platform such as NICE IEX or NICE CXone WFM, Verint, Aspect eWFM (now Alvaria), Genesys, Calabrio or Five9, or a cloud tool such as Playvox or Assembled, plus the ACD reports that feed it, such as Avaya CMS
• Strong Excel: Erlang C, pivot tables, lookups and building a forecast and staffing model from scratch out of raw interval data
• Working knowledge of forecasting methods such as moving averages, seasonal indexes, day of week and interval distributions and regression, and of how shrinkage, occupancy, service level, speed of answer and multi-skill routing trade against each other
• Able to explain a staffing tradeoff to a non-WFM leader in plain, confident terms, and comfortable owning the number: you set the forecast, you explain the miss, you fix the model
• Careful with the client's data: you treat agent schedules, attendance, leave and performance records as personal information, you share staffing and cost figures only with people the client approves, you keep WFM exports and rosters off personal devices and accounts, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
• Clear spoken and written English for presenting forecasts and staffing tradeoffs to US contact center leaders, on calls and in writing, and for coaching your team
• Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, with longer days around month end, launches and peak days as set in the schedule
• Education: a bachelor's degree preferred, ideally in business, math or statistics, not required; WFM experience matters more

Work setup

• Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus two monitors, a webcam and a noise canceling headset
• Fiber internet of at least 25 Mbps with a mobile data or second provider backup
• A UPS or generator so a brownout doesn't end your shift
• A quiet, private workspace where client reports and leadership calls can't be seen or overheard
• Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once

You'll do well here if

Questions applicants ask

Is this job work from home?

Yes. Remote, work from home, anywhere in the Philippines, no night commute.

How much does it pay?

PHP 90,000 to 120,000 a month (about PHP 536 to 714 an hour). About USD 1,430 to 1,910 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).

What are the working hours?

Monday to Friday, US business hours (night shift in the Philippines), weekends usually off; longer days possible around month end, launches and peak days, agreed in advance and paid; exact shift set with the client.

When would I start?

Hiring now.

How do I apply?

Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.

Does Neon Link charge a fee to apply?

No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.