Real Time Analyst for Clark

Concentrix; Pampanga; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Concentrix in Pampanga, Philippines, seeks an experienced Workforce Management Manager to oversee forecasting, capacity planning, and staffing for multiple programs. You will partner with Business Development, Operations, and clients to align models with demand and service goals.

The role requires 7+ years of experience, strong communication, and advanced MS Office skills. You will mentor a team, drive process improvements, and ensure accuracy in forecasts and schedules.

Qualifications

• Associate's degree in related field with 7+ years of relevant experience, incl. 2+ years progressive mgmt preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent writing and verbal communication; ability to present to internal/external associates.
• Advanced Microsoft Office skills.
• Strong ability to organize and prioritize projects in a fast-paced env.
• Proven ability to mentor, coach, and direct a team of employees.
• Initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated customer service disposition and professionalism.
• Solid understanding of business operations and industry; strong business acumen.
• Ability to comprehend, analyze, and interpret information.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and standards compliance.
• Partner with Business Development, Operations, and Clients to create models for staffing and volume changes.
• Lead reviews of call center efficiency and performance to meet client needs and Convergys financial goals.
• Collaborate with IT to ensure forecasting, planning, and scheduling tools are configured and maintained.
• Lead development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Communication

Microsoft Office

Mentoring/Coaching

Attention to detail

Business acumen

Education

Associate degree in related field

Tools

Forecasting software

Scheduling software

Planning tools

Job description

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 Convergys 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

Candidate Profile:

• 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
• 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