Workforce Management Planning Analyst

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

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
• Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
• Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and elevate issues as appropriate.
• Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups e.g., IEX entities etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Desired Skills:

• Bachelor's degree in related field from a college or university along-with two to four years of relevant experience - preferred
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and results oriented mindset.
• Forecasting and capacity planning exp, data analysis and Excel literate with strategic and stakeholder management
• Strong oral and written 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.
• Self-starter, sense of urgency and works well under pressure.
• Strong attention to detail.
• Highly professional and able to develop strong business partnerships.
• Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys.