2026 Workforce GVPCW

Concentrix Philippines; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix Philippines is seeking a seasoned Workforce Management Manager to review forecasts, schedules, and plans and ensure accuracy and adherence to standards. You will partner with Business Development, Operations, and clients to develop new models that support staffing and volume changes.

You will lead reviews of call center efficiency and customer service performance to meet client needs and Concentrix financial goals.

Qualifications

• 3+ years of experience in a similar role.
• Proficiency with Microsoft Office.
• Strong organizational and communication skills.
• Ability to multitask and work with multiple groups.
• Experience with forecasting, capacity planning and scheduling software tools.
• Experience mentoring and leading a team.

Responsibilities

• Review forecasts, schedules, and plans to ensure accuracy and standards.
• Partner with BD, Operations, and Clients to develop models for staffing and volume changes.
• Lead reviews of call center efficiency and customer service performance to meet client and company needs.
• Ensure forecasting tools are configured and maintained to support Workforce Management.
• Lead development of forecasts, resource plans, and schedules for new programs.

Skills

Microsoft Office

Communication

Multitasking

Cross-functional collaboration

Education

Associate's degree

Tools

Forecasting software

Scheduling software

Capacity planning tools

Job description

Responsibilities

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met
• Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs
• Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
• Experience with forecasting, capacity planning and scheduling software tools
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret

Qualifications

• 3+ years of experience in a similar role
• Proficiency with Microsoft Office
• Strong organizational and communication skills
• Strong ability to multitask
• Comfort working with multiple groups within business