Real Time Analyst for Quezon City

Concentrix; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a seasoned Workforce Management professional to oversee forecasting, capacity planning, and scheduling for multiple programs. The role involves leading a team, mentoring staff, and driving improvements in staffing efficiency and service quality.

You will collaborate with Development, Operations, and clients to model changes and ensure financial performance is met. Ideal candidates bring strong communication, advanced MS Office skills, and a proven ability to prioritize

Qualifications

• 7+ years of relevant experience with at least two years in progressive management
• Experience with forecasting, capacity planning and scheduling tools
• Excellent written and verbal communication skills
• Advanced Microsoft Office skills
• Ability to mentor and coach a team
• Strong organizational and prioritization abilities

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 IT to ensure forecasting, planning, and scheduling tools are configured and maintained
• Lead the development of forecasts, resource plans, and schedules for new programs

Skills

Forecasting

Capacity planning

Scheduling tools

Leadership

Mentoring

Communication

MS Office

Prioritization

Attention to detail

Customer service

Education

Associate's degree

Tools

Forecasting software

Scheduling software

Microsoft Excel

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