WFM Manager: Real-Time Forecasting & Scheduling Leader

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 800,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Rewards and recognition programs

Job summary

Carelon Global Solutions Philippines Inc is seeking a Manager Workforce Management to oversee shift 7:00PM to 4:00AM in the Philippines. The role manages Real Time Analysts and Scheduling/Forecasting Analysts, driving forecasting accuracy and staffing effectiveness.

Responsibilities include implementing and maintaining the WFM platform, developing metrics, coordinating workforce reporting, and presenting project recommendations to senior management.

Qualifications

• Requires BS/BA degree in business, statistics or related field.
• Minimum 2 years in a multi-skilled call center environment.
• 5–7 years of operations management experience including forecasting, scheduling and real-time operations management.
• At least 2 years of experience using Workforce Management Software or equivalent experience.

Responsibilities

• Manages Real Time Analysts and Scheduling/Forecasting Analysts.
• 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 and staffing data for quality/improvement.
• Coordinates all reporting related to workforce management.
• Develops KPIs and reporting mechanisms to measure operating standards.

Skills

Forecasting

Scheduling

Real-time ops

Staffing analytics

Education

BS/BA degree in business, statistics or related field

Tools

Workforce Management Software

Job description

Carelon Global Solutions Philippines Inc is seeking a Manager Workforce Management to oversee shift 7:00PM to 4:00AM in the Philippines. The role manages Real Time Analysts and Scheduling/Forecasting Analysts, driving forecasting accuracy and staffing effectiveness.

Responsibilities include implementing and maintaining the WFM platform, developing metrics, coordinating workforce reporting, and presenting project recommendations to senior management.