Active Pooling: WFM Manager

Concentrix; Davao City; On-site; PHP 300,000 - 520,000; Full time

Job summary

Concentrix is seeking an experienced Staffing Planner to develop accurate workforce forecasts and create schedules that meet service level agreements. You will monitor real-time performance metrics and adjust staffing to address spikes and dips.

The role requires strong communication, leadership, and mentoring skills to guide the team and partner with HR, Recruitment and Operations on hiring plans aligned with forecasted needs.

Qualifications

• Associate's degree with 2–4 years of relevant experience.
• Strong written and verbal communication skills.
• Ability to lead a team and mentor members.

Responsibilities

• Develop accurate long-term and short-term staffing forecasts based on historical data and trends.
• Create staffing schedules that meet SLAs while balancing attendance.
• Monitor real-time metrics and adjust staffing levels to address spikes or dips.
• Oversee daily adherence to schedules and manage leave or absences.
• Analyze productivity data and identify bottlenecks for optimization.
• Prepare actionable reports for leadership on capacity, performance, and costs.
• Collaborate with HR, Recruitment, and Operations to align hiring with forecasted needs.
• Communicate effectively with frontline managers to ensure workflow adherence.

Skills

Forecasting

Staffing planning

Communication

Leadership

Multitasking

Coaching/mentoring

Education

Associate's degree in related field

Job description

• Develop accurate long-term and short-term forecasts for staffing requirements based on historical data, market trends, and business growth.


• Create comprehensive staffing schedules that meet service level agreements (SLAs) while balancing employee availability.


• Real-Time Operations:


• Monitor real-time performance metrics (e.g., call volume, task completion rates, shrinkage) and adjust staffing levels dynamically to address unexpected spikes or dips.


• Oversee daily adherence to schedules and manage exceptions (e.g., leave requests, unforeseen absences).


• Performance Analysis & Reporting:


• Analyze productivity data to identify inefficiencies, trends, or potential bottlenecks.


• Prepare actionable reports for leadership, providing insights into capacity planning, performance metrics, and cost optimization.


• Stakeholder Collaboration:


• Work closely with HR, Recruitment, and Operations departments to ensure hiring plans align with forecasted needs.


• Communicate effectively with frontline managers to ensure adherence to workforce processes.

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred


• Highly motivated individual with skills to develop and coach team members to achieve performance expectations


• Work well under pressure and follow through on items to completion


• Strong communication skills, both written and verbal


• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable


• Ability to mentor, coach and provide direction to a team of employees