Mgr Workforce Mgmt (PHL)

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

Benefits offered by this job

Competitive compensation

Health and medical insurance

Best-in-class amenities

Rewards and recognition programs

Job summary

Carelon Global Solutions Philippines Inc is seeking a hands-on Manager of Workforce Management to lead Real Time Analysts and Scheduling and Forecasting Analysts in our Pasig operations.

You will monitor forecasting accuracy, ensure service levels, implement WFM platforms, and drive continuous productivity improvements while collaborating with IS to optimize reporting and communications.

Qualifications

• BS/BA degree in business, statistics or related field.
• Minimum 2 years in a multi-skilled call center environment.
• 5–7 years in operations management with forecasting, scheduling and real-time oversight.
• At least 2 years of experience with Workforce Management Software.

Responsibilities

• Monitor forecasting effectiveness and accuracy at all levels.
• Ensure service levels and productivity goals are met.
• Implement and maintain workforce management platform.
• Analyze workforce performance and staffing data for continuous improvement.
• Coordinate all reporting related to workforce management.
• Develop performance indicators and reporting to measure standards.
• Oversee scheduling processes and task organization.
• Serve as resident expert on WFM software.
• Collaborate with IT to design and maintain customer communications systems.
• Prepare presentations for senior management on project recommendations.

Skills

Forecasting

Scheduling

Real-time ops management

Workforce management software

Education

BS/BA in business, statistics or related field

Tools

Workforce Management Software

Job description

Position Title: Mgr Workforce Mgmt (PHL) Shift: 6:00 PM to 3:00 AM (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.

Qualifications and Experience:

• 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.

Care meets innovation

Our name translates to providing full and complete care and reinforces our commitment to putting people first in all that we do. We specialize in contact center operations (call and chat) and clinical nurse operations for Elevance Health. With four offices in prime locations across the Philippines two in Manila and two in Iloilo, we boast a talent pool of more than 9,000 associates all working together to improve healthcare operations. We use the right balance of care, technology, data, and expertise to streamline experiences and create value for our clients, people, and community.

We also recognize the value that our associates bring, and that is why we are committed to providing the same through:

• Competitive compensation and comprehensive benefits such as rewards and recognition programs, health and medical insurance, and best-in-class amenities to keep associates and their families healthy and secure.

We celebrate and leverage our associates' limitless skills, talents, unique perspectives, and experiences.

By respecting our people's culture and background, we foster a collaborative and purpose-driven workplace where everyone can grow and thrive in their careers.

If you are a recent senior high school or college graduate looking to get a head start in your career, we are the right team for you.

Our people-first approach supports professional development by providing associates with the right tools and training that align with their aspirations.

At Carelon Global Solutions Philippines, we care for those who provide care.

Join us today.