Job Title:

2025 Workforce Management GVPKP

Job Description

The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.

Responsibilities

Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standardsPartner with Business Development, Operations, and Clients to develop new models to support staffing and volume changesLead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are metPartner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management teamLead the development of forecasts, resource plans, and schedules for new programsAssociate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferredExperience with forecasting, capacity planning and scheduling software toolsExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesAdvanced Microsoft Office skillsDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesDemonstrated ability to take initiative and ownership with focus on continuous improvementExcellent attention to detailDemonstrated ability to foster customer service disposition and sense of professionalism for self and teamSolid understanding of the organization's business operations and industry. Demonstrated business acumenDemonstrated ability to comprehend, analyze, and interpret

Qualifications

3+ years of experience in a similar roleProficiency with Microsoft OfficeStrong organizational and communication skillsStrong ability to multitaskComfort working with multiple groups within business

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Location:

PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building

Language Requirements:

Time Type:

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