Real Time Analyst for Manila

Concentrix; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Convergys in Manila is seeking an experienced Workforce Management Manager to oversee forecasts, capacity plans, and schedules for multiple programs.

You will partner with Business Development, Operations, and clients to evolve staffing models, review call center performance, and drive continuous improvement.

The role requires strong communication, mentoring, and advanced MS Office skills to lead a fast-paced team.

Qualifications

• Associate's degree with 7+ years of relevant experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent communication, written and verbal.
• Advanced Microsoft Office skills.
• Ability to mentor and lead a team.
• Strong initiative and continuous improvement mindset.
• Attention to detail and professionalism.
• Solid business acumen and ability to analyze.
• Ability to interpret data and trends.

Responsibilities

• Review forecasts, schedules, and plans for accuracy.
• Partner with BD, Operations, and Clients to develop models.
• Lead reviews of call center efficiency and performance to meet client and financial goals.
• Collaborate with IT to configure forecasting tools.
• Lead development of forecasts and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Team leadership

Mentoring

Communication

MS Office

Attention to detail

Business acumen

Ownership / initiative

Education

Associate's degree

Tools

Forecasting software

Scheduling software

Capacity 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