Global Workforce & Forecasting Lead

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 781,000 - 1,339,000; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. is seeking an experienced Workforce Management leader to oversee Real Time Analysts, Reports Analysts, and Capacity/Resource Planning across one or more sites.

The role focuses on forecasting, scheduling, and performance optimization in a fast-paced contact center environment. You will partner with Account Managers and Operations Directors, drive adherence, manage staff development, and lead initiatives to improve service levels.

Responsibilities

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analyze past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning and work with Account Managers and clients
• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
• Manage the staff schedules and responsibilities of Workforce Management team
• Responsible for performance appraisals of all direct reports
• Establishes performance objectives for direct reports
• Coach and develop a high performance team through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks and manages contact centre schedule adherence
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives
• Prepare daily/weekly/monthly reports and distribute to the Management team
• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assist with special projects and other duties as assigned
• Management of Genesys system

Tools

Genesys system

Job description

AIPI Acquire Intelligence Philippines Inc. is seeking an experienced Workforce Management leader to oversee Real Time Analysts, Reports Analysts, and Capacity/Resource Planning across one or more sites.

The role focuses on forecasting, scheduling, and performance optimization in a fast-paced contact center environment. You will partner with Account Managers and Operations Directors, drive adherence, manage staff development, and lead initiatives to improve service levels.