Forecasting & Workforce Management Lead

Concentrix; Bacolod; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a seasoned Workforce Management Lead in the Philippines. You will review forecasts and schedules, partner with business units and clients to model staffing changes, and drive efficiency improvements across call center operations.

You will mentor a team, oversee tool configuration with IT, and guide the development of forecasts and resource plans for new programs in a fast-paced environment.

Qualifications

• Associate's degree or higher with 7+ years of relevant experience; progressive management experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Exceptional written and verbal communication; ability to present to internal/external stakeholders.
• Advanced Microsoft Office skills.
• Proven ability to organize and prioritize projects in fast-paced settings.
• Demonstrated ability to mentor, coach, and direct a team.
• Shows initiative and ownership with focus on continuous improvement.
• Strong attention to detail.
• Ability to foster professional customer service mindset for self and team.
• Solid understanding of business operations and industry; strong business acumen.
• Ability to comprehend, analyze, and interpret data.

Responsibilities

• Review forecasts, schedules, and plans to ensure accuracy and standards.
• Collaborate with Business Development, Operations, and Clients to build new models for staffing and volume changes.
• Lead reviews of call center efficiency and customer service to meet client needs and Concentrix performance.
• Partner with IT to ensure forecasting and scheduling tools are configured and maintained.
• Lead development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling software

Microsoft Office

Mentoring

Communication

Leadership

Project prioritization

Detail oriented

Customer service mindset

Business acumen

Data interpretation

Education

Associate degree + 7+ yrs exp

Tools

Forecasting tools

Capacity planning tools

Scheduling software

Job description

Concentrix is seeking a seasoned Workforce Management Lead in the Philippines. You will review forecasts and schedules, partner with business units and clients to model staffing changes, and drive efficiency improvements across call center operations.

You will mentor a team, oversee tool configuration with IT, and guide the development of forecasts and resource plans for new programs in a fast-paced environment.