WFM Planning & Scheduling Manager - Onsite Leader

Concentrix; Quezon City; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Concentrix is seeking a Workforce Manager to support Operations Directors with input on escalated issues, drive performance improvement, and develop WFM initiatives for the team. This 100% onsite role at Vertis North, Quezon City, focuses on capacity planning, scheduling, RTM, profitability and stakeholder engagement to optimize service levels.

You will coordinate intraday activities, report on key metrics, and collaborate with operations to ensure adherence, audits, and continuous process

Qualifications

• Experience in Workforce Management (WFM) in a contact center environment.
• Strong skills in capacity planning, scheduling and intraday management.
• Ability to communicate with clients and stakeholders.

Responsibilities

• Coordinate Intraday Teams to optimize profitability and scheduling.
• Drive cost efficiency through resource optimization with Operations.
• Ensure WFM processes are followed and audits are supported.
• Prepare reports and present findings to clients during reviews.

Skills

Capacity planning

Scheduling

Real-Time Management

Stakeholder management

Analytical thinking

Job description

Concentrix is seeking a Workforce Manager to support Operations Directors with input on escalated issues, drive performance improvement, and develop WFM initiatives for the team. This 100% onsite role at Vertis North, Quezon City, focuses on capacity planning, scheduling, RTM, profitability and stakeholder engagement to optimize service levels.

You will coordinate intraday activities, report on key metrics, and collaborate with operations to ensure adherence, audits, and continuous process