Manager Workforce Management

Concentrix Philippines; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix Philippines is seeking a Manager of Workforce Management to lead a team focused on accurate forecasts, capacity plans, and schedules in a single-site environment. This role executes the workforce strategy and partners with internal and client-facing teams to optimize staffing and performance.

The incumbent will review forecasts, drive new modeling efforts, and supervise deployment of planning tools to support ongoing operations and program launches.

Qualifications

• Requires Associate's degree in related field; 7+ years of relevant experience; 2+ years Progressive Management Experience preferred

Responsibilities

• Manage a team responsible for forecasts, capacity plans, and schedules.
• Lead intraday management and post-day performance analysis.
• Collaborate with Business Development, Operations, and Clients to model staffing and volume changes.
• Ensure tools/software are configured and maintained to support the workforce team.
• Drive development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Communication

Project management

Mentoring/coaching

Education

Associate's degree in related field

Tools

Forecasting software

MS Excel (Advanced)

Scheduling tools

Job description

The Mgr Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a single-site/skill environment. This position is responsible for the execution of workforce strategy.

Essential Functions/Core Responsibilities

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs

Qualifications

• Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Mgmt Experience) preferred

Required Skills

• Experience with forecasting, capacity planning and scheduling software tools
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Equal Opportunity Statement

Concentrix is committed to diversity and inclusivity.