Concentrix

Workforce Management GVPJK

Concentrix

full-time

Posted on:

Location Type: Office

Location: Makati City • Philippines

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Job Level

Lead

About the role

  • Managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis.
  • Execution of workforce strategy.
  • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
  • Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes.
  • Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met.
  • Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team.
  • Lead the development of forecasts, resource plans, and schedules for new programs.

Requirements

  • Associate'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) preferred
  • Experience with forecasting, capacity planning and scheduling software tools
  • Excellent communication skills, both written and verbal.
  • Advanced Microsoft Office skills
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Excellent attention to detail
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organization's business operations and industry.
  • Demonstrated business acumen
  • Demonstrated ability to comprehend, analyze, and interpret qualifications
  • 3+ years of experience in a similar role
  • Proficiency with Microsoft Office
  • Strong organizational and communication skills
  • Strong ability to multitask
  • Comfort working with multiple groups within business
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
forecastingcapacity planningschedulingperformance analysisresource planningproject managementcontinuous improvementdata analysis
Soft Skills
communicationorganizational skillsmentoringcoachinginitiativeattention to detailcustomer serviceprofessionalismmultitasking
Certifications
Associate's degree