Manager Workforce Management

Carelon Global Solutions Philippines, Inc.; Pasig, Calubihan; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Carelon Global Solutions Philippines, Inc. is seeking a Manager of Workforce Management to lead Real Time Analysts and Scheduling & Forecasting Analysts in a dynamic Philippine contact center environment.

You will monitor forecasting accuracy, ensure service levels, and drive continuous productivity improvements. The role requires 5-7 years in operations management within a multi-skilled call center, plus 2+ years using Workforce Management Software.

Qualifications

• BS/BA in business, statistics, or related field.
• At least 5-7 years of operations management experience in a multi-skilled call center.
• At least 2 years of experience using Workforce Management Software.
• Strong forecasting and scheduling expertise with real-time operations oversight.
• Ability to coordinate reporting and present to senior management.

Responsibilities

• Monitors forecasting effectiveness and accuracy at all levels.
• Ensures service levels and productivity goals are met.
• Implements and maintains workforce management platform.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Coordinates all reporting related to workforce management.
• Develops performance indicators and reporting mechanisms to measure operating standards.
• Organizes project tasks, data collection activities and sets timelines for completion of required tasks.
• Develops and maintains scheduling processes.
• Serves as resident expert on workforce management software package.
• Presents project recommendations to senior management.
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Skills

Forecasting

Scheduling

Real-time operations

Coaching

Education

BS/BA in business or statistics

Tools

Workforce Management Software

Job description

## Manager Workforce ManagementApplylocations: PHL-Pasig City-Glas Building, Opal Road,: PHL-ILO-One Fintech Place, Iloilo Business Park, Megaworld Blvd, Mandurriaotime type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: September 30, 2026 (30+ days left to apply)job requisition id: JR198575**Position Title:**Manager Workforce Management**Shift:**7:00 PM to 4:00AM (Philippines)**Job Description:**Manages Real Time Analysts and Scheduling and Forecasting Analysts. Primary duties may include, but are not limited to: Monitors forecasting effectiveness and accuracy at all levels. Ensures service levels and productivity goals are met. Implements and maintains workforce management platform. Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement. Coordinates all reporting related to workforce management. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support. Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks. Develops and maintains scheduling processes. Serves as the resident expert on workforce management software package. Participates in long range planning and the formulation of goals. Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness. Collaborates with Information Systems staff to design, implement and maintain customer communications systems. Develops presentations around project recommendations and implementation and presents them to senior management. Completes special projects as needed. Hires, trains, coaches, counsels, and evaluates performance of direct reports. Requires a BS/BA degree in business, statistics or a related field; at least 2 years in a multi-skilled call center environment; 5-7 years of operations management experience including forecasting, scheduling and real-time operations management; at least 2 years of experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.