Realtime Workforce Architect

Concentrix; Pampanga; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Concentrix in Pampanga, Philippines, seeks an experienced Workforce Management Manager to oversee forecasting, capacity planning, and staffing for multiple programs. You will partner with Business Development, Operations, and clients to align models with demand and service goals.

The role requires 7+ years of experience, strong communication, and advanced MS Office skills. You will mentor a team, drive process improvements, and ensure accuracy in forecasts and schedules.

Qualifications

• Associate's degree in related field with 7+ years of relevant experience, incl. 2+ years progressive mgmt preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent writing and verbal communication; ability to present to internal/external associates.
• Advanced Microsoft Office skills.
• Strong ability to organize and prioritize projects in a fast-paced env.
• Proven ability to mentor, coach, and direct a team of employees.
• Initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated customer service disposition and professionalism.
• Solid understanding of business operations and industry; strong business acumen.
• Ability to comprehend, analyze, and interpret information.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and standards compliance.
• Partner with Business Development, Operations, and Clients to create models for staffing and volume changes.
• Lead reviews of call center efficiency and performance to meet client needs and Convergys financial goals.
• Collaborate with IT to ensure forecasting, planning, and scheduling tools are configured and maintained.
• Lead development of forecasts, resource plans, and schedules for new programs.

Skills

Forecasting

Capacity planning

Scheduling

Communication

Microsoft Office

Mentoring/Coaching

Attention to detail

Business acumen

Education

Associate degree in related field

Tools

Forecasting software

Scheduling software

Planning tools

Job description

Concentrix in Pampanga, Philippines, seeks an experienced Workforce Management Manager to oversee forecasting, capacity planning, and staffing for multiple programs. You will partner with Business Development, Operations, and clients to align models with demand and service goals.

The role requires 7+ years of experience, strong communication, and advanced MS Office skills. You will mentor a team, drive process improvements, and ensure accuracy in forecasts and schedules.