WFM Sr. Manager

2 weeks ago

Davao City, Davao, Philippines Concentrix Philippines Full time

Job Summary:

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 in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Convergys performance metrics.

Essential Functions/Core Responsibilities


• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards

• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs

• 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 Convergys financial performance are met

• Partner with support functions (IT) 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

Candidate Profile


• Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred

• Minimum six years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Advanced Microsoft Office skills

• Proven 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. Ability to analyze large quantities of raw data to create strategic action plans

Location: Davao Finance Center


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