Active Pooling: WFM Analyst and Supervisor

Concentrix; Davao City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix is seeking an experienced Scheduling/_WFM_ professional to supervise day-to-day scheduling for contact center accounts in the Philippines. The role focuses on forecasting-driven schedules, data collection, and KPI reporting to optimize manpower utilization and adherence to local labor laws.

The candidate should have strong communication, analytical, and organizational skills, plus hands-on experience with CMS/IEX/eWFM/Blue Pumpkin and proficiency in Excel and PowerPoint.

Qualifications

• Associate's or Bachelor's degree preferred or equivalent experience.
• Strong communication, reporting, and analytical skills.
• Good organizational and time management skills.
• Working knowledge of WFM/scheduling tools (CMS, IEX, eWFM, Blue Pumpkin).
• Proficient in Microsoft Excel and PowerPoint.
• Able to lead day-to-day scheduling execution in a contact center.

Responsibilities

• Supervise day-to-day scheduling activities using WFM systems.
• Support collection and maintenance of historical data for trending.
• Ensure schedules are created on time based on forecasts.
• Oversee updates to hire info, attrition, and skill changes.
• Schedule pre-planned activities for agents.
• Monitor daily output for manpower and labor law compliance.
• Assist in monitoring center performance via scheduling processes.
• Review and report scheduling KPIs and projections.
• Provide first-level guidance on scheduling and reporting.
• Escalate risks or issues affecting performance.
• Communicate observations to support efficiency and cost control.

Skills

Communication

Reporting

Analytical skills

Excel

PowerPoint

Education

Associate/Bachelor degree

Tools

CMS

IEX

eWFM

Blue Pumpkin

Job description

Essential Functions/Core Responsibilities

• Supervise day-to-day scheduling activities for assigned or supported accounts using manual and/or automated WFM systems.
• Support the collection and maintenance of historical data used for trending, including call volume, AHT, service level, and shrinkage.
• Ensure schedules are created and delivered on time based on forecasted call trends and operational requirements.
• Oversee updates to new hire information, attrition, skills, and changes in agent work parameters.
• Ensure pre-planned activities for agents are scheduled appropriately.
• Monitor daily scheduling output to support manpower utilization and compliance with local labor laws.
• Assist in monitoring contact center performance through scheduling processes.
• Review and report scheduling KPIs such as SEI, over/under, and service level projections.
• Provide first-level guidance to team members on scheduling processes, data updates, and reporting expectations.
• Escalate risks, trend concerns, or schedule issues that may affect operational performance.
• Communicate scheduling observations and recommendations to support efficiency and cost control.

Candidate Profile

• Associate's or Bachelor's degree preferred or equivalent experience
• Strong communication, reporting, and analytical skills.
• Good organizational and time management skills.
• Working knowledge of workforce management and scheduling tools such as CMS, IEX, eWFM, or Blue Pumpkin.
• Proficient in Microsoft Excel and Microsoft PowerPoint.
• Able to lead day-to-day scheduling execution in a contact center environment.
• Able to review trends and provide practical scheduling guidance to team members.
• Able to communicate with operations regarding schedule-related issues and requirements.
• Able to support adherence to standardized methods for trending and scheduling.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.