About the Role We are looking for a data-driven and results-oriented
Services Workforce Management Lead to own and lead the workforce management function for our Services Hub. In this role, you will ensure that the right capacity and skills are available at the right time to meet service-level, productivity, employee, and cost objectives. You will independently set priorities, drive capacity planning and forecasting, and directly lead, coach, and develop a high-performing team of 4 WFM Specialists.
Key Responsibilities- Forecasting & Capacity Planning: Build, maintain, and challenge workload, handling-time, shrinkage, productivity, and headcount forecasts to create robust short-, medium-, and long-term capacity plans.
- Scheduling & Shift Management: Oversee shift design, employee schedules, breaks, leave, overtime, and coverage rules to align capacity with forecasted demand while complying with labor requirements and employee well-being standards.
- Real-Time Governance: Establish intraday governance for service queues, adherence, staffing, utilization, and occupancy, while proactively escalating operational risks.
- Workforce Analytics & Reporting: Own recurring dashboards and workforce reviews covering service levels, forecast accuracy, absenteeism, and staffing variance to provide clear root-cause insights and action tracking.
- Cross-Functional Collaboration: Partner with Finance, HR, Talent Acquisition, and regional planning stakeholders to govern headcount, cost centers, hiring plans, and budget assumptions.
- Team Leadership: Lead, coach, and develop 4 WFM Specialists, setting service standards, building cross-coverage, and conducting structured performance reviews.
Qualifications & Requirements- Education: Bachelor's degree in Business, Industrial Engineering, Statistics, Finance, Operations Management, or a related field.
- Experience: Minimum of 5 years of experience in workforce management, capacity planning, demand planning, or operations planning in a shared services or contact center environment, with at least 1 year in a lead or supervisory role.
- Technical Mastery: Advanced Microsoft Excel capability (complex formulas, pivot tables, data validation, and scenario modeling). Familiarity with WFM platforms (Verint, NICE, Genesys) and Power BI is an advantage.
- Communication & Influence: Excellent written and spoken English communication skills, with a proven ability to present workforce strategies, risks, and trade-offs to senior leadership.
- Work Arrangement & Schedule: Hybrid schedule operating Monday through Friday with 3 days onsite per week in Cavite. Operates primarily on a flexible midshift schedule with adaptability required for global cross-regional support.
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Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page .
* Country-specific programs and initiatives may be available.
Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
Responsibilities
About the Role We are looking for a data-driven and results-oriented
Services Workforce Management Lead to own and lead the workforce management function for our Services Hub. In this role, you will ensure that the right capacity and skills are available at the right time to meet service-level, productivity, employee, and cost objectives. You will independently set priorities, drive capacity planning and forecasting, and directly lead, coach, and develop a high-performing team of 4 WFM Specialists.
Key Responsibilities- Forecasting & Capacity Planning: Build, maintain, and challenge workload, handling-time, shrinkage, productivity, and headcount forecasts to create robust short-, medium-, and long-term capacity plans.
- Scheduling & Shift Management: Oversee shift design, employee schedules, breaks, leave, overtime, and coverage rules to align capacity with forecasted demand while complying with labor requirements and employee well-being standards.
- Real-Time Governance: Establish intraday governance for service queues, adherence, staffing, utilization, and occupancy, while proactively escalating operational risks.
- Workforce Analytics & Reporting: Own recurring dashboards and workforce reviews covering service levels, forecast accuracy, absenteeism, and staffing variance to provide clear root-cause insights and action tracking.
- Cross-Functional Collaboration: Partner with Finance, HR, Talent Acquisition, and regional planning stakeholders to govern headcount, cost centers, hiring plans, and budget assumptions.
- Team Leadership: Lead, coach, and develop 4 WFM Specialists, setting service standards, building cross-coverage, and conducting structured performance reviews.
