Manager, WFM Planning & Scheduling - Bridgetowne

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

Job summary

Concentrix is seeking a Workforce Manager to provide governance and input on escalated issues, drive performance of reporting employees, and develop WFM initiatives for efficiency. This onsite role requires leadership in forecasting, capacity planning, scheduling, and real-time management across client accounts.

The candidate will partner with Operations and other departments to optimize profitability, manage client SLAs, and enhance overall WFM accuracy and reporting.

Qualifications

• Extensive WFM experience with 5–8+ years in the field.
• 2–3 years in a leadership role.
• Strong forecasting, capacity planning, and scheduling expertise.
• Experience with WFM tools such as Verint, IEX and Genesys.

Responsibilities

• Coordinate and guide Intraday Teams to focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.
• Drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.
• Manage service levels and staffing to drive high client satisfaction.
• Increase employee satisfaction through adherence tracking and utilization optimization.
• Ensure workforce management processes and procedures are in place and followed by the site.
• Liaise between WFM Shared Services and Operations.
• Manage internal and external audits with processes and controls.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Management

WFM Tools

Verint

IEX

Genesys

Leadership

Analytical Skills

Stakeholder Management

Education

None

Tools

Verint

IEX

Genesys

Job description

The Workforce Manager provides Operations Director/Managers with input on possible resolutions and solutions to escalated issues and updates. This position would be responsible for the performance management of all employees reporting directly/indirectly under him/her. Develop programs, modules, projects or other initiatives for WFM Team’s development and efficiency. Serve as a resource for training and reporting of Call Center-WFM efficiencies, account, team, individuals statistical analysis and process improvement. Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.

Work Arrangement: 100% Onsite

Location Site: PHL Quezon City - Tera Tower 20th Floor

Skills Required: 5–8+ years of workforce management experience including 2–3 years in a leadership role with strong expertise in forecasting, capacity planning, scheduling, invoicing and real-time management. Hands-on experience with WFM tools such as Verint, IEX and Genesys along with solid analytical and reporting skills is required to effectively support workforce operations and performance goals.

Essential Functions/Core Responsibilities:

• Coordinate and guide Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.
• Needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.
• Needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.
• Increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis
• Ensure workforce management process and procedures are in place and followed by the site.
• Acts as liaison between WFM Shared Services and Operations organization.
• Manages internal and external audit with processes and controls.

Candidate Profile:

Client Engagement Experience

• Candidate must have experience working directly with clients and be comfortable managing ongoing communication, collaboration, and stakeholder relationships.

Workforce Management Expertise

• Candidate must possess extensive knowledge of Workforce Management (WFM) functions, including:
• Real-Time Management (RTM)
• Scheduling
• Capacity Planning
• Strong understanding of key WFM drivers such as volume forecasting, arrival patterns, AHT, processes and tools, language/skill requirements, HOOP, seasonality, SLA targets, shrinkage, blending opportunities, billing models, contractual obligations, seating capacity, and cross-functional/client collaboration.

Critical Thinking and Problem-Solving Skills

• Candidate must demonstrate strong analytical and decision-making capabilities, including:
• Quick thinking and sound judgment
• Structured and organized problem-solving
• Resourcefulness and resilience
• Effective stakeholder coordination
• Team collaboration
• Application of the DANER approach (Detect, Analyze, Notify, Engage, Resolve)

Stakeholder Management and Operational Effectiveness

• Candidate must be able to drive alignment and operational success by:
• Building strong relationships with stakeholders to gather diverse perspectives
• Developing strategies that promote collaboration and support Concentrix business goals
• Establishing processes that identify, understand, and address stakeholder and customer needs, expectations, and requirements effectively.