Workforce Management Lead – Real-Time Operations

Carelon Global Solutions Philippines, Inc.; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

Rewards and recognition programs

Competitive compensation

Best-in-class amenities

Job summary

Carelon Global Solutions Philippines, Inc. seeks a Manager of Workforce Management to lead Real Time Analysts and Scheduling/Forecasting Analysts in the Philippines. The role focuses on monitoring forecast accuracy, ensuring service levels, and driving productivity improvements across the contact center.

Requirements include a BS/BA in business or statistics, 2+ years in a multi-skilled call center, and 2+ years using Workforce Management software, with 5–7 years in operations management.

Qualifications

• BS/BA in business, statistics or related field.
• 2+ years in a multi-skilled call center environment.
• 5–7 years of operations management experience including forecasting, scheduling and real-time operations management.
• 2+ years experience using Workforce Management Software.
• Equivalent combination of education and experience.

Responsibilities

• Manage Real Time Analysts and Scheduling and Forecasting Analysts.
• Monitor forecasting effectiveness and accuracy; ensure service levels and productivity goals are met.
• Implement and maintain workforce management platform and reporting.
• Develop performance indicators and reporting mechanisms for operating standards.
• Hire, train, coach, and evaluate direct reports.

Skills

Forecasting

Scheduling

Leadership

Real-time operations

Analytical thinking

Education

BS/BA in business or statistics

Tools

Workforce Management Software

Job description

Carelon Global Solutions Philippines, Inc. seeks a Manager of Workforce Management to lead Real Time Analysts and Scheduling/Forecasting Analysts in the Philippines. The role focuses on monitoring forecast accuracy, ensuring service levels, and driving productivity improvements across the contact center.

Requirements include a BS/BA in business or statistics, 2+ years in a multi-skilled call center, and 2+ years using Workforce Management software, with 5–7 years in operations management.