2026 Workforce Management GVPKP

CNX; Makati; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

CNX is recruiting for a Sr. Manager Workforce Management in Makati City. The role leads a team to develop forecasts, capacity plans, schedules, pre-day and intraday management, and post-day performance analysis, shaping the workforce strategy.

The ideal candidate has a four-year degree and 3+ years in a similar role, with strong communication, mentoring, and MS Office proficiency, to drive improvements across multi-group collaborations.

Qualifications

• 3+ years of experience in a similar role.
• Proficiency with Microsoft Office.
• Strong organizational and communication skills.
• Ability to multitask and collaborate with multiple groups.
• Experience mentoring and guiding a team.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and standards.
• Partner with Business Development, Operations, and Clients to model staffing changes.
• Lead reviews of call center efficiency and performance to meet client needs and financial goals.
• Ensure tools and software are configured to support the Workforce Management team.
• Lead development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Team leadership

Microsoft Office

Communication

Mentoring

Education

Associate’s degree

Tools

Forecasting tools

Scheduling software

Capacity planning tools

Job description

Job Title:

2026 Workforce Management GVPKP

Job Description

The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.

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

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Location:

PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building

Language Requirements:

Time Type: