Real-Time Workforce Optimization Analyst

Concentrix

Quezon City

On-site

PHP 600,000 - 900,000

Full time

2 days ago

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Job summary

Concentrix in the Philippines is seeking a Workforce Planning Manager to oversee forecasting, capacity planning, and scheduling for multiple programs. You will review forecasts, develop staffing models, and guide a team to meet service level targets across client accounts.

The role requires strong communication, advanced Office skills, and proven leadership to mentor staff, drive continuous improvement, and partner with Business Development, Operations, and IT to optimize forecasting tools and

Qualifications

Review forecasting, schedules, and staffing plans across programs.
Experience with capacity planning and scheduling tools required.
Strong written and verbal communication with internal and external stakeholders.
Proven ability to mentor and lead a team in a fast-paced environment.
Advanced Microsoft Office skills essential.

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 to support Workforce Management.
Lead the development of forecasts, resource plans, and schedules for new programs.