Manager, WFM Planning & Scheduling - Vertis North, Quezon City

Concentrix; Quezon City; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Concentrix is seeking a Workforce Manager to support Operations Directors with input on escalated issues, drive performance improvement, and develop WFM initiatives for the team. This 100% onsite role at Vertis North, Quezon City, focuses on capacity planning, scheduling, RTM, profitability and stakeholder engagement to optimize service levels.

You will coordinate intraday activities, report on key metrics, and collaborate with operations to ensure adherence, audits, and continuous process

Qualifications

• Experience in Workforce Management (WFM) in a contact center environment.
• Strong skills in capacity planning, scheduling and intraday management.
• Ability to communicate with clients and stakeholders.

Responsibilities

• Coordinate Intraday Teams to optimize profitability and scheduling.
• Drive cost efficiency through resource optimization with Operations.
• Ensure WFM processes are followed and audits are supported.
• Prepare reports and present findings to clients during reviews.

Skills

Capacity planning

Scheduling

Real-Time Management

Stakeholder management

Analytical thinking

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 - Vertis North Corporate Center 2

Skills Required:

2yrs and up Manager for capacity planning and scheduling (or end-to-end)

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.