WFM Lead: Scheduling & Analytics Supervisor

Concentrix; Davao City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix is seeking an experienced Scheduling/_WFM_ professional to supervise day-to-day scheduling for contact center accounts in the Philippines. The role focuses on forecasting-driven schedules, data collection, and KPI reporting to optimize manpower utilization and adherence to local labor laws.

The candidate should have strong communication, analytical, and organizational skills, plus hands-on experience with CMS/IEX/eWFM/Blue Pumpkin and proficiency in Excel and PowerPoint.

Qualifications

• Associate's or Bachelor's degree preferred or equivalent experience.
• Strong communication, reporting, and analytical skills.
• Good organizational and time management skills.
• Working knowledge of WFM/scheduling tools (CMS, IEX, eWFM, Blue Pumpkin).
• Proficient in Microsoft Excel and PowerPoint.
• Able to lead day-to-day scheduling execution in a contact center.

Responsibilities

• Supervise day-to-day scheduling activities using WFM systems.
• Support collection and maintenance of historical data for trending.
• Ensure schedules are created on time based on forecasts.
• Oversee updates to hire info, attrition, and skill changes.
• Schedule pre-planned activities for agents.
• Monitor daily output for manpower and labor law compliance.
• Assist in monitoring center performance via scheduling processes.
• Review and report scheduling KPIs and projections.
• Provide first-level guidance on scheduling and reporting.
• Escalate risks or issues affecting performance.
• Communicate observations to support efficiency and cost control.

Skills

Communication

Reporting

Analytical skills

Excel

PowerPoint

Education

Associate/Bachelor degree

Tools

CMS

IEX

eWFM

Blue Pumpkin

Job description

Concentrix is seeking an experienced Scheduling/_WFM_ professional to supervise day-to-day scheduling for contact center accounts in the Philippines. The role focuses on forecasting-driven schedules, data collection, and KPI reporting to optimize manpower utilization and adherence to local labor laws.

The candidate should have strong communication, analytical, and organizational skills, plus hands-on experience with CMS/IEX/eWFM/Blue Pumpkin and proficiency in Excel and PowerPoint.