Real Time Analyst for MOA

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

Job summary

Concentrix is seeking a Workforce Management Manager in Metro Manila to oversee forecasts, schedules, and staffing models. You will collaborate with BD, Operations, and clients to craft new models that adapt to changing volumes and requirements. Lead program forecasts and resource plans while guiding a team to maintain high service levels.

The role emphasizes strong communication, advanced MS Office skills, and mentoring capabilities to drive continuous improvement in a fast-paced environment.

Qualifications

• Associate degree in a related field; 7+ years of relevant experience preferred.
• Experience with forecasting, capacity planning and scheduling tools.
• Excellent written and verbal communication; ability to present information clearly.
• Advanced Microsoft Office skills.
• Ability to organize and prioritize in a fast-paced environment.
• Ability to mentor and coach a team; take initiative and drive continuous improvement.

Responsibilities

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

Skills

Forecasting

Capacity planning

Scheduling software

Communication

Microsoft Office

Mentoring

Team leadership

Project organization

Attention to detail

Business acumen

Education

Associate degree in related field

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