Senior WFM Manager - Real-Time Forecasting & Scheduling

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Health and medical insurance

Best-in-class amenities

Rewards and recognition programs

Job summary

Carelon Global Solutions Philippines Inc is seeking a hands-on Manager of Workforce Management to lead Real Time Analysts and Scheduling and Forecasting Analysts in our Pasig operations.

You will monitor forecasting accuracy, ensure service levels, implement WFM platforms, and drive continuous productivity improvements while collaborating with IS to optimize reporting and communications.

Qualifications

• BS/BA degree in business, statistics or related field.
• Minimum 2 years in a multi-skilled call center environment.
• 5–7 years in operations management with forecasting, scheduling and real-time oversight.
• At least 2 years of experience with Workforce Management Software.

Responsibilities

• Monitor forecasting effectiveness and accuracy at all levels.
• Ensure service levels and productivity goals are met.
• Implement and maintain workforce management platform.
• Analyze workforce performance and staffing data for continuous improvement.
• Coordinate all reporting related to workforce management.
• Develop performance indicators and reporting to measure standards.
• Oversee scheduling processes and task organization.
• Serve as resident expert on WFM software.
• Collaborate with IT to design and maintain customer communications systems.
• Prepare presentations for senior management on project recommendations.

Skills

Forecasting

Scheduling

Real-time ops management

Workforce management software

Education

BS/BA in business, statistics or related field

Tools

Workforce Management Software

Job description

Carelon Global Solutions Philippines Inc is seeking a hands-on Manager of Workforce Management to lead Real Time Analysts and Scheduling and Forecasting Analysts in our Pasig operations.

You will monitor forecasting accuracy, ensure service levels, implement WFM platforms, and drive continuous productivity improvements while collaborating with IS to optimize reporting and communications.