Workforce Supervisor for Quezon City

Concentrix; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Concentrix in the Philippines seeks a Workforce Forecasting Manager to oversee the centralized forecasting team and ensure efficient scheduling and staffing processes.

You will analyze reporting, staffing and scheduling procedures on an ongoing basis, provide recommendations for headcount, long-term planning, bidding and staffing strategies, and lead intraday management and performance reviews to meet service levels, and prepare in-depth reports used across the centre.

Responsibilities

• Oversee the centralized Workforce forecasting team.
• Analyze reporting, staffing and scheduling procedures to ensure efficiency.
• Provide scheduling analysis and headcount recommendations, including long-term planning.
• Manage approvals of scheduled shrinkage (vacations, VTO, LOA).
• Lead staffing review meetings detailing performance and forecasted risks.
• Oversee intraday scheduling and real-time workload analysis to meet service levels.
• Identify opportunities for operational and support improvements.
• Support development of the WFM team and exposure to industry practices.
• Prepare in-depth reports used across the centre.

Job description

• Oversee the centralized Workforce forecasting team.
• Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency.
• Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
• Manage proactive approval and denial of scheduled shrinkage such as vacations, VTO, LOA.
• Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.
• Recognize and recommend operational and support improvements.
• Facilitate development of WFM team and exposure to industry improvements, skills and standards.
• Prepare in-depth reports to be used across the centre.