2026 Workforce Management GVPKP

CNX; Makati; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

CNX in Makati, Philippines, seeks a Sr. Manager Workforce Management to lead a team responsible for forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis.

This role drives the execution of the workforce strategy, partners with Operations, Business Development, and clients to model staffing changes, reviews call center efficiency, mentors a senior team, and ensures tools and processes support accurate, timely decisions.

Qualifications

• 3+ years in a similar workforce management role.
• Proficiency in Microsoft Office and Excel.
• Experience with forecasting, capacity planning, and scheduling.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and adherence.
• Collaborate with Business Development, Operations, and Clients on models for staffing and volume changes.
• Lead reviews of call center efficiency and performance to meet client needs and financial targets.
• Partner with support functions to ensure forecasting, planning, and scheduling tools are configured and maintained.
• Lead the development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Leadership

Mentoring

Communication

Attention to detail

Time management

Education

Associate’s degree

Tools

Microsoft Excel

Forecasting 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

Location:

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