Real-Time Workforce Analyst: Forecasting & Scheduling Lead

Concentrix; Pasay; On-site; PHP 1,500,000 - 2,300,000; Full time

Job summary

Concentrix in Pasay is seeking an experienced Workforce Management Leader to optimize staffing models, forecasts, and schedules for our call center operations. You will lead a team to ensure forecasts and plans meet service levels and client expectations.

You will mentor staff and collaborate with Business Development, Operations, and clients to align resources with volume changes and business goals. Strong communication and MS Office skills are essential.

Qualifications

• Associate degree with 7+ years relevant experience; 2+ years progressive management preferred
• Experience with forecasting, capacity planning and scheduling software tools
• Excellent written and verbal communication; ability to present to internal and external associates
• Advanced Microsoft Office skills
• Strong ability to organize and prioritize in fast-paced, deadline-driven environment
• Proven ability to mentor, coach and direct a team of employees
• Demonstrates initiative and focus on continuous improvement
• Excellent attention to detail
• Fosters professional customer service disposition and understanding of business operations
• Solid understanding of the organization’s business operations and industry; strong business acumen
• Ability to comprehend, analyze, and interpret data

Responsibilities

• Review completed forecasts, schedules, and plans to ensure 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 meet client needs and Convergys financial targets
• Partner with IT to ensure forecasting, planning, and scheduling tools are properly configured and maintained
• Lead development of forecasts, resource plans, and schedules for new programs

Skills

Forecasting

Capacity planning

Scheduling software

Communication

Microsoft Office

Project prioritization

Mentoring/leadership

Initiative

Attention to detail

Business acumen

Data analysis

Education

Associate's degree in related field

Tools

Forecasting software

Capacity planning tools

Scheduling tools

Microsoft Office

Job description

Concentrix in Pasay is seeking an experienced Workforce Management Leader to optimize staffing models, forecasts, and schedules for our call center operations. You will lead a team to ensure forecasts and plans meet service levels and client expectations.

You will mentor staff and collaborate with Business Development, Operations, and clients to align resources with volume changes and business goals. Strong communication and MS Office skills are essential.