Manager, Planning & Scheduling

Concentrix Philippines; Mandaluyong; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix Philippines is seeking a Manager of Planning & Scheduling to lead workforce planning and scheduling for optimal staffing, service delivery, and cost efficiency across accounts. The role partners with Operations, Forecasting, Recruitment, and Finance to meet service levels and productivity goals.

The position requires 5–7 years in workforce management with leadership experience, strong analytics, and proficiency in Excel and Power BI.

Qualifications

• Minimum 5-7 years of Workforce Management experience in a BPO, shared services, contact center, or customer experience environment.
• At least 3 years of leadership experience managing Planning, Scheduling, Capacity Planning, or Workforce Management teams.
• Proven experience in workforce planning, scheduling optimization, staffing analysis, and operational support.
• Experience managing multiple accounts, sites, or lines of business is preferred.

Responsibilities

• Lead the development and execution of workforce planning and scheduling strategies aligned with client requirements and business objectives.
• Oversee creation and maintenance of schedules to ensure adequate staffing coverage across all operational intervals.
• Manage short-term and long-term staffing plans to support volume fluctuations, seasonality, and business growth.
• Ensure schedules are optimized to meet service level targets, occupancy, productivity, and cost objectives.
• Evaluate staffing requirements and recommend workforce adjustments when needed.

Skills

Workforce planning

Scheduling

Staffing models

Capacity management

Analytical skills

Reporting & presentation

Stakeholder management

Communication to leadership

Education

Bachelor's Degree in Business Administration, Statistics, Mathematics, Industrial Engineering, Information Technology, or related field

Tools

Excel

Power BI

WFM tools

Forecasting tools

Job description

The Manager, Planning & Scheduling is responsible for leading workforce planning and scheduling functions to ensure optimal staffing levels, service delivery, and operational efficiency across assigned accounts or business units. This role drives long-term and short-term workforce planning strategies, oversees scheduling governance, and partners closely with Operations, Capacity Planning, Forecasting, Recruitment, and Finance teams to achieve service level commitments while balancing productivity and cost objectives.

The role is accountable for developing workforce strategies, managing scheduling processes, identifying workforce risks and opportunities, and providing actionable recommendations to support business growth and operational performance.

Key Responsibilities

Workforce Planning & Scheduling

• Lead the development and execution of workforce planning and scheduling strategies aligned with client requirements and business objectives.
• Oversee creation and maintenance of schedules to ensure adequate staffing coverage across all operational intervals.
• Manage short-term and long-term staffing plans to support volume fluctuations, seasonality, and business growth.
• Ensure schedules are optimized to meet service level targets, occupancy, productivity, and cost objectives.
• Evaluate staffing requirements and recommend workforce adjustments when needed.

Capacity & Resource Management

• Partner with Forecasting and Operations teams to translate demand requirements into staffing plans.
• Monitor staffing gaps, shrinkage trends, and schedule adherence impacts.
• Drive workforce optimization initiatives to maximize resource utilization.
• Recommend hiring plans based on projected demand and capacity requirements.
• Support business continuity planning and workforce contingency strategies.

Stakeholder Management

• Serve as the primary workforce planning partner for Operations leadership and client stakeholders.
• Present workforce performance insights, staffing recommendations, and scheduling strategies to business leaders.
• Collaborate with Recruitment, Training, Finance, and HR teams to align workforce needs and organizational objectives.
• Participate in business reviews and operational planning discussions.

Performance Management & Analytics

• Analyze workforce metrics and identify trends impacting operational performance.
• Lead root-cause analysis and action planning for service level gaps and workforce inefficiencies.
• Develop workforce reports, dashboards, and executive presentations.
• Provide strategic recommendations based on data analysis and business forecasts.
• Ensure workforce processes support delivery of customer experience and operational KPIs.

Leadership & People Management

• Lead, coach, and develop Planning and Scheduling teams.
• Establish performance expectations and accountability measures.
• Drive continuous improvement initiatives and best practices within the WFM organization.
• Foster a culture of collaboration, innovation, and operational excellence.
• Support succession planning and professional development of team members.

Process Improvement & Governance

• Ensure compliance with workforce management policies, processes, and service commitments.
• Identify opportunities to improve scheduling efficiency, workforce utilization, and reporting capabilities.er>n
• Lead implementation of workforce management tools, enhancements, and automation initiatives.
• Establish governance frameworks for planning and scheduling activities.

Qualifications

Education

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Industrial Engineering, Information Technology, or related field preferred.

Experience

• Minimum 5-7 years of Workforce Management experience in a BPO, shared services, contact center, or customer experience environment.
• At least 3 years of leadership experience managing Planning, Scheduling, Capacity Planning, or Workforce Management teams.
• Proven experience in workforce planning, scheduling optimization, staffing analysis, and operational support.
• Experience managing multiple accounts, sites, or lines of business is preferred.

Workforce Management Expertise

• Strong knowledge of workforce planning, scheduling, staffing models, and capacity management.
• Strong understanding of contact center performance drivers and workforce metrics.
• Knowledge of forecasting methodologies and resource planning concepts.

Analytical Skills

• Advanced analytical and problem-solving capabilities.
• Ability to identify trends, risks, and opportunities through workforce data analysis.
• Strong reporting and presentation skills.

Leadership Skills

• Demonstrated ability to lead and develop high-performing teams.
• Strong stakeholder management and influencing skills.
• Ability to effectively communicate recommendations to senior leadership and clients.

Technical Skills

• Advanced proficiency in Microsoft Excel, Power BI, and workforce management tools.
• Experience with WFM platforms such as NICE IEX, Verint, Aspect, Calabrio, Genesys, or similar solutions.
• Familiarity with data visualization and workforce reporting tools.