Manager Workforce Management

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 800,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Rewards and recognition programs

Job summary

Carelon Global Solutions Philippines Inc is seeking a Manager Workforce Management to oversee shift 7:00PM to 4:00AM in the Philippines. The role manages Real Time Analysts and Scheduling/Forecasting Analysts, driving forecasting accuracy and staffing effectiveness.

Responsibilities include implementing and maintaining the WFM platform, developing metrics, coordinating workforce reporting, and presenting project recommendations to senior management.

Qualifications

• Requires BS/BA degree in business, statistics or related field.
• Minimum 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 equivalent experience.

Responsibilities

• Manages Real Time Analysts and Scheduling/Forecasting Analysts.
• 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 and staffing data for quality/improvement.
• Coordinates all reporting related to workforce management.
• Develops KPIs and reporting mechanisms to measure operating standards.

Skills

Forecasting

Scheduling

Real-time ops

Staffing analytics

Education

BS/BA degree in business, statistics or related field

Tools

Workforce Management Software

Job description

Position Title

Manager Workforce Management – shift 7:00PM to 4:00AM (Philippines)

Responsibilities

• Manages Real Time Analysts and Scheduling and Forecasting Analysts
• 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 facilitate effective decision support
• Organizes project tasks, structures information collection activities and sets timelines 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

Qualifications

• 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 equivalent combination of education and experience

Benefits

Competitive compensation and comprehensive benefits including rewards and recognition programs, health and medical insurance, and best‑in‑class amenities.