Senior Workforce Forecasting & Scheduling Lead

Concentrix Philippines; Quezon City; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Concentrix Philippines is seeking an experienced Workforce Management Associate Manager to lead forecasting, staffing plans, and scheduling for our call center operations in Manila. You will partner with Business Development, Operations, and clients to design models that adapt to volume changes and ensure high service levels.

You will mentor a team, drive process improvements, and ensure tools are configured and maintained to support the Workforce Management function, with a focus on accuracy

Qualifications

• 3+ years of experience in a similar role.
• Proficiency with Microsoft Office.
• Strong organizational and communication skills.
• Strong ability to multitask.
• Comfort working with multiple groups within business.

Responsibilities

• Review forecasts, schedules, and plans for accuracy and adherence to standards.
• Partner with Business Development, Operations, and Clients to develop models for staffing and volume changes.
• Lead reviews of call center efficiency and customer service performance to meet client and Concentrix goals.
• Partner with support functions to ensure forecasting tools/software are configured and maintained to support Workforce Management.
• Lead the development of forecasts, resource plans, and schedules for new programs.
• Mentor, coach and provide direction to a team of employees.

Skills

Communication skills

Organizational skills

Multitasking

Cross-group collaboration

Initiative

Education

Associate's degree or higher

Tools

Microsoft Office

Job description

Concentrix Philippines is seeking an experienced Workforce Management Associate Manager to lead forecasting, staffing plans, and scheduling for our call center operations in Manila. You will partner with Business Development, Operations, and clients to design models that adapt to volume changes and ensure high service levels.

You will mentor a team, drive process improvements, and ensure tools are configured and maintained to support the Workforce Management function, with a focus on accuracy