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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
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