Real-Time WFM Planning & Scheduling Lead

Concentrix; Davao City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix in the Philippines seeks a WFM Real Time Manager to lead and coach a multi-site Command Center team, ensuring cost control, labor utilization, and service levels are met. You will monitor global sites, drive intraday decisions, implement strategies, and coordinate with planning for proactive execution.

The role requires a Bachelor's degree with 2–4 years of relevant experience, strong communication, and hands-on WFM tool expertise (IEX/eWFM/Avaya/Genesys).

Qualifications

• Bachelor's degree in a related field with two to four years of relevant experience preferred.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly proficient in Microsoft Office tools.
• Willingness to work in dynamic 24x7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter with sense of urgency and the ability to work under pressure.
• Strong attention to detail and professional business partnerships.
• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys.

Responsibilities

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
• Manage labor utilization during low volume periods while maximizing revenue.
• Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.
• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
• Measure and trend individual program performance and leads the development of improvement plans as related to the program.
• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Skills

WFM knowledge

Financial impact awareness

Problem solving

Strong communication

Multi-tasking

Coaching/mentoring

Attention to detail

Team leadership

Education

Bachelor's degree (2–4 years experience preferred)

Tools

IEX

eWFM

Avaya

Genesys

Job description

Concentrix in the Philippines seeks a WFM Real Time Manager to lead and coach a multi-site Command Center team, ensuring cost control, labor utilization, and service levels are met. You will monitor global sites, drive intraday decisions, implement strategies, and coordinate with planning for proactive execution.

The role requires a Bachelor's degree with 2–4 years of relevant experience, strong communication, and hands-on WFM tool expertise (IEX/eWFM/Avaya/Genesys).