Mgr Workforce Mgmt (PHL)

Carelon Global Solutions Philippines, Inc.; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

Rewards and recognition programs

Competitive compensation

Best-in-class amenities

Job summary

Carelon Global Solutions Philippines, Inc. seeks a Manager of Workforce Management to lead Real Time Analysts and Scheduling/Forecasting Analysts in the Philippines. The role focuses on monitoring forecast accuracy, ensuring service levels, and driving productivity improvements across the contact center.

Requirements include a BS/BA in business or statistics, 2+ years in a multi-skilled call center, and 2+ years using Workforce Management software, with 5–7 years in operations management.

Qualifications

• BS/BA in business, statistics or related field.
• 2+ years in a multi-skilled call center environment.
• 5–7 years of operations management experience including forecasting, scheduling and real-time operations management.
• 2+ years experience using Workforce Management Software.
• Equivalent combination of education and experience.

Responsibilities

• Manage Real Time Analysts and Scheduling and Forecasting Analysts.
• Monitor forecasting effectiveness and accuracy; ensure service levels and productivity goals are met.
• Implement and maintain workforce management platform and reporting.
• Develop performance indicators and reporting mechanisms for operating standards.
• Hire, train, coach, and evaluate direct reports.

Skills

Forecasting

Scheduling

Leadership

Real-time operations

Analytical thinking

Education

BS/BA in business or statistics

Tools

Workforce Management Software

Job description

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

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