Strategic Workforce Planner

Concentrix; Philippines; On-site; PHP 350,000 - 520,000; Full time

Job summary

Concentrix is seeking a Workforce Management professional in the Philippines to manage scheduling, staffing, and intraday performance analyses. You will coordinate training and coaching with quality and training teams to ensure quality commitments are met.

You will review scheduling processes, develop staffing requirements with thresholds for overhead and absences, and prepare staffing reports for stakeholders.

Qualifications

• Bachelor's degree in a related field with 2–4 years of WFM experience.
• Understanding of the financial impact of all decisions made within WFM.
• Solution-driven and results-oriented mindset.
• Forecasting, capacity planning and data analysis; Excel literate.
• Strong written and verbal communication skills.
• Highly proficient in Microsoft Office tools.
• Ready to work in dynamic 24×7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.

Responsibilities

• Manage agent scheduling and staffing based on intraday performance reports.
• Collaborate with business units, quality and training to schedule training and coaching.
• Review staffing processes and identify efficiency opportunities.
• Develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Create schedules and staffing plans for assigned business areas.
• Identify schedule changes in databases and escalate issues as needed.
• Prepare hiring needs, scheduling and staffing analysis reports for reviews.
• Maintain WFM tools and setups (e.g., IEX, eWFM) across teams.
• Collaborate with real-time and planning teams to improve health and profitability of the business.

Skills

Forecasting

Capacity planning

Data analysis

Excel

Stakeholder management

Communication

Multitasking

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Concentrix is seeking a Workforce Management professional in the Philippines to manage scheduling, staffing, and intraday performance analyses. You will coordinate training and coaching with quality and training teams to ensure quality commitments are met.

You will review scheduling processes, develop staffing requirements with thresholds for overhead and absences, and prepare staffing reports for stakeholders.