Senior Workforce Management Lead - Forecasting & Scheduling

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

Job summary

Carelon Global Solutions Philippines, Inc. is seeking a Manager of Workforce Management to lead Real Time Analysts and Scheduling & Forecasting Analysts in a dynamic Philippine contact center environment.

You will monitor forecasting accuracy, ensure service levels, and drive continuous productivity improvements. The role requires 5-7 years in operations management within a multi-skilled call center, plus 2+ years using Workforce Management Software.

Qualifications

• BS/BA in business, statistics, or related field.
• At least 5-7 years of operations management experience in a multi-skilled call center.
• At least 2 years of experience using Workforce Management Software.
• Strong forecasting and scheduling expertise with real-time operations oversight.
• Ability to coordinate reporting and present to senior management.

Responsibilities

• Monitors forecasting effectiveness and accuracy at all levels.
• Ensures service levels and productivity goals are met.
• Implements and maintains workforce management platform.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Coordinates all reporting related to workforce management.
• Develops performance indicators and reporting mechanisms to measure operating standards.
• Organizes project tasks, data collection activities and sets timelines for completion of required tasks.
• Develops and maintains scheduling processes.
• Serves as resident expert on workforce management software package.
• Presents project recommendations to senior management.
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Skills

Forecasting

Scheduling

Real-time operations

Coaching

Education

BS/BA in business or statistics

Tools

Workforce Management Software

Job description

Carelon Global Solutions Philippines, Inc. is seeking a Manager of Workforce Management to lead Real Time Analysts and Scheduling & Forecasting Analysts in a dynamic Philippine contact center environment.

You will monitor forecasting accuracy, ensure service levels, and drive continuous productivity improvements. The role requires 5-7 years in operations management within a multi-skilled call center, plus 2+ years using Workforce Management Software.