Senior Workforce Scheduler – Call Center Forecasting & Planning (QC)

Concentrix; Quezon City; On-site; PHP 700,000 - 1,300,000; Full time

Job summary

Convergys is seeking a Workforce Management leader in the Philippines to review forecasts, schedules, and plans, and to work with Business Development, Operations, and clients on staffing changes. The role requires proven experience in forecasting, capacity planning, and leadership to guide a team in a fast-paced environment.

The ideal candidate will have seven+ years of relevant experience, strong communication skills, and advanced MS Office capabilities to drive continuous improvement and

Qualifications

• Associate degree and 7+ years in relevant roles, with 2+ years progressive management
• Experience with forecasting, capacity planning and scheduling software tools
• Excellent written and verbal communication; able to present to internal/external associates
• Advanced MS Office skills
• Demonstrated ability to mentor, coach and lead a team

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 support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs

Skills

Forecasting

Capacity planning

Scheduling tools

MS Office

Team leadership

Mentoring

Communication

Business acumen

Education

Associate degree

Job description

Convergys is seeking a Workforce Management leader in the Philippines to review forecasts, schedules, and plans, and to work with Business Development, Operations, and clients on staffing changes. The role requires proven experience in forecasting, capacity planning, and leadership to guide a team in a fast-paced environment.

The ideal candidate will have seven+ years of relevant experience, strong communication skills, and advanced MS Office capabilities to drive continuous improvement and