ACTIVE POOLING: WORKFORCE MANAGER

Concentrix Philippines; Philippines; On-site; PHP 350,000 - 650,000; Full time

Job summary

Concentrix Philippines is seeking a strategic workforce planning professional to lead forecasting, scheduling, and performance analysis for our contact center operations.

You will collaborate with HR, Recruitment, and Operations to align hiring with forecasted needs, monitor real-time metrics, and coach teams to meet service levels. This onsite role requires a proactive, deadline-driven leader.

Qualifications

• Associate's degree in a related field with 2–4 years of experience.
• Motivated candidate with ability to develop and coach team members.
• Work well under pressure and follow through to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multitasking, prioritization, and deadlines.
• Willingness to work onsite with a flexible schedule.

Responsibilities

• Forecast staffing needs long and short term using data and trends.
• Create staffing schedules that meet SLAs while balancing availability.
• Monitor real-time performance metrics and adjust staffing to spikes.
• Oversee daily adherence to schedules and manage exceptions.
• Analyze productivity data to identify inefficiencies, trends, or bottlenecks.
• Prepare actionable reports for leadership, providing insights into capacity planning and cost optimization.
• Collaborate with HR, Recruitment, and Operations to align hiring plans with forecasted needs.
• Communicate effectively with frontline managers to ensure adherence to workforce processes.

Skills

Strong communication

Team leadership

Multi-tasking

Prioritization

Coaching / mentoring

Deadline-driven

Education

Associate's degree in related field

Job description

Strategic Forecasting & Planning:

• 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
• Willingness to work onsite with a flexible schedule