Real-Time Forecasting & Scheduling Lead

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

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.