58 Workforce Real Time Analyst jobs in the Philippines
Workforce Management Associate Real Time Analyst
Accenture
Posted today
Job Viewed
Job Description
Accenture in the Philippines is currently looking for **Workforce / Real Time Analysts** who will be responsible in performing the following day-to-day tasks:
- You will be responsible in real-time adherence and queue management for business operations and monitoring and managing site activities to support client/account service level agreements.
- You will ensure that scheduled team logins/ logout on time, and managing, controlling, and reporting non-adherence to schedules.
- You will be managing required real-time reporting requirement deliverables via service menus and ad-hoc requirements.
- You will be the point of contact for processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
**What are we looking for?**
- Open to college graduates
- No experience required
- Amenable to work in Cubao, Quezon City
- Willing to go back on-site once recalled
**Good to have skills**:
- Experience in using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
- Familiarity with DANER approach in monitoring real time activities
**Join our high-performing team and enjoy these benefits**:
- Competitive salary package, company bonuses, and performance incentives
- Night differential
- Loyalty, Christmas gift, inclusion, and diversity benefits
- Paid sick and vacation leaves
- Expanded maternity leave up to 120 days*
- HMO coverage (medical and dental) from day 1 of employment
- Life insurance
- Employee stock purchase plan
- Retirement plan
- Flexible working arrangements
- Accessible locations
- Healthy and encouraging work environment
- Career growth and promotion opportunities
**How to Apply?**
- After you have submitted the accomplished online questionnaire, kindly wait for a phone call from our recruiters.
**Additional Information**:
*Terms and conditions apply
Schedule:
- Rotational shift
**Education**:
- Bachelor's (preferred)
**Experience**:
- Real Time Analyst: 1 year (preferred)
- You will be responsible in real-time adherence and queue management for business operations and monitoring and managing site activities to support client/account service level agreements.
- You will ensure that scheduled team logins/ logout on time, and managing, controlling, and reporting non-adherence to schedules.
- You will be managing required real-time reporting requirement deliverables via service menus and ad-hoc requirements.
- You will be the point of contact for processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
**What are we looking for?**
- Open to college graduates
- No experience required
- Amenable to work in Cubao, Quezon City
- Willing to go back on-site once recalled
**Good to have skills**:
- Experience in using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
- Familiarity with DANER approach in monitoring real time activities
**Join our high-performing team and enjoy these benefits**:
- Competitive salary package, company bonuses, and performance incentives
- Night differential
- Loyalty, Christmas gift, inclusion, and diversity benefits
- Paid sick and vacation leaves
- Expanded maternity leave up to 120 days*
- HMO coverage (medical and dental) from day 1 of employment
- Life insurance
- Employee stock purchase plan
- Retirement plan
- Flexible working arrangements
- Accessible locations
- Healthy and encouraging work environment
- Career growth and promotion opportunities
**How to Apply?**
- After you have submitted the accomplished online questionnaire, kindly wait for a phone call from our recruiters.
**Additional Information**:
*Terms and conditions apply
Schedule:
- Rotational shift
**Education**:
- Bachelor's (preferred)
**Experience**:
- Real Time Analyst: 1 year (preferred)
This advertiser has chosen not to accept applicants from your region.
0
Real-time Analyst, Workforce Management
Manila, Metropolitan Manila
Johnson & Johnson
Posted today
Job Viewed
Job Description
The Workforce Management (WFM) Real-Time Analyst will serve as a resource to the Global Services Contact Center (GSCC), responsible for Real-Time Management, and Real-Time Reporting** **for multiple sites / work groups across all time zones to make sure all service level agreements are met. They will manage the queue for Call, Chat & Cases, update/assign workgroup queues & skills for the GSCC Associates, adjust the schedules real-time as needed, help improve the running metrics/performance for the day, provide analysis, insight and recommendations intra-day to improve operational efficiency.
- Real-time management for workgroup queues/skills for Call, Chat & Cases.
- Prepares intraday reports on the contact center performance.
- Reconciles attendance daily with the employee schedule and time in/time out reporting.
- Manages changes to scheduling (as needed - plot training, meeting or any other activity) to ensure adequate daily resource coverage per channel.
- Update the Attendance Report as the day progress to make sure everyone is accounted for.
- Coordinate with WFM Team and GSCC Team the activities within the day, the trainings, outages, and all other activity that may impact the performance of the group.
- Log all outages in the Outage Tracker.
- Raise a ticket to IRIS when needed to document and resolve the issue/outage.
- Give recommendations on how to improve the performance of the group.
- Meet with WFM Team/GSCC Team to discuss matters affecting the daily performance.
**Qualifications**
- 3+ years business experience in technology, systems, data management, call center or telephony
- Previous exposure to Workforce Management particularly in Real-Time Monitoring
- Detailed understanding of key systems impacting contact center operations
- Very organized with strong attention to detail
- Highly self-motivated
- Demonstrated strong analytical skills, with emphasis on Real Time Management & Scheduling a plus
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
**Primary Location**
Philippines-National Capital-Manila
- **Organization**
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
**Job Function**
Operations
**Requisition ID**
2206071201W
- Real-time management for workgroup queues/skills for Call, Chat & Cases.
- Prepares intraday reports on the contact center performance.
- Reconciles attendance daily with the employee schedule and time in/time out reporting.
- Manages changes to scheduling (as needed - plot training, meeting or any other activity) to ensure adequate daily resource coverage per channel.
- Update the Attendance Report as the day progress to make sure everyone is accounted for.
- Coordinate with WFM Team and GSCC Team the activities within the day, the trainings, outages, and all other activity that may impact the performance of the group.
- Log all outages in the Outage Tracker.
- Raise a ticket to IRIS when needed to document and resolve the issue/outage.
- Give recommendations on how to improve the performance of the group.
- Meet with WFM Team/GSCC Team to discuss matters affecting the daily performance.
**Qualifications**
- 3+ years business experience in technology, systems, data management, call center or telephony
- Previous exposure to Workforce Management particularly in Real-Time Monitoring
- Detailed understanding of key systems impacting contact center operations
- Very organized with strong attention to detail
- Highly self-motivated
- Demonstrated strong analytical skills, with emphasis on Real Time Management & Scheduling a plus
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
**Primary Location**
Philippines-National Capital-Manila
- **Organization**
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
**Job Function**
Operations
**Requisition ID**
2206071201W
This advertiser has chosen not to accept applicants from your region.
1
Workforce Management
Manila, Metropolitan Manila
Accenture
Posted today
Job Viewed
Job Description
Thorough understanding of revenue and cost structure, as they relate to short term to long term staffing strategy
- Ability to drive revenue and cost optimization through WFM staffing / planning strategy, execution, reporting and governance
- Formulate and support execution of end to end staffing, reporting, automations and service management strategy
- Ensure database and data visualization are available timely, are accurate and use latest technology available
- Supervise direct and functional reports within site / contract assigned
- Bachelor's Degree holder
- Must have at least 7 years of work experience in Workforce Management
- Must have at least 3 year experience as Workforce Management Team Lead
- Capacity Planning and Forecasting experiences are required
- Ability to drive revenue and cost optimization through WFM staffing / planning strategy, execution, reporting and governance
- Formulate and support execution of end to end staffing, reporting, automations and service management strategy
- Ensure database and data visualization are available timely, are accurate and use latest technology available
- Supervise direct and functional reports within site / contract assigned
- Bachelor's Degree holder
- Must have at least 7 years of work experience in Workforce Management
- Must have at least 3 year experience as Workforce Management Team Lead
- Capacity Planning and Forecasting experiences are required
This advertiser has chosen not to accept applicants from your region.
2
Supervisor, Workforce Management
Conduent
Posted 9 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Requires broad technical expertise and industry knowledge.
+ Accountable for functional, operational, and/or program management.
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
**General Profile**
+ Supervises daily tasks of complex business, technical support, or production teams.
+ Responsible for the success of the team.
+ Works within established precedents and practices.
+ Examines information to solve ongoing problems.
+ Ability to perform work unsupervised.
**Functional Knowledge**
+ Has a comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
**Business Expertise**
+ Understands how to coordinate efforts across teams to achieve goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
**Leadership**
+ Provides day-to-day supervision to a team. (e.g., coaching on performance, coordinating activities, checking on quality, and work progress)
**Problem Solving**
+ Uses judgment to identify and resolve day-to-day technical and operational problems.
**Interpersonal Skills**
+ Uses tact to exchange ideas and information concisely and rationally.
**Responsibility Statements**
+ Manages and coaches a team of WFM employees on performance, quality, and output.
+ Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
+ Directs teams on the use and application of WFM standards and tools to support operational business.
+ Establishes development goals and works with the WFM employees on a roadmap to achieve them.
+ Monitors the qualitative and quantitative work product produced by the team.
+ Ensures completion of mandatory WFM training and knowledge verification.
+ Implements and manages employee adherence to WFM standards and processes.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
**Job Track Description:**
+ Requires broad technical expertise and industry knowledge.
+ Accountable for functional, operational, and/or program management.
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
**General Profile**
+ Supervises daily tasks of complex business, technical support, or production teams.
+ Responsible for the success of the team.
+ Works within established precedents and practices.
+ Examines information to solve ongoing problems.
+ Ability to perform work unsupervised.
**Functional Knowledge**
+ Has a comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
**Business Expertise**
+ Understands how to coordinate efforts across teams to achieve goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
**Leadership**
+ Provides day-to-day supervision to a team. (e.g., coaching on performance, coordinating activities, checking on quality, and work progress)
**Problem Solving**
+ Uses judgment to identify and resolve day-to-day technical and operational problems.
**Interpersonal Skills**
+ Uses tact to exchange ideas and information concisely and rationally.
**Responsibility Statements**
+ Manages and coaches a team of WFM employees on performance, quality, and output.
+ Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
+ Directs teams on the use and application of WFM standards and tools to support operational business.
+ Establishes development goals and works with the WFM employees on a roadmap to achieve them.
+ Monitors the qualitative and quantitative work product produced by the team.
+ Ensures completion of mandatory WFM training and knowledge verification.
+ Implements and manages employee adherence to WFM standards and processes.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
This advertiser has chosen not to accept applicants from your region.
3
Workforce Management Scheduler
Pasay City, National Capital Region
Conduent
Posted 9 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
+ Uses tact and diplomacy when working with others.
**Responsibility Statements**
+ Delivers the required calculation for all workflows based on transactions, productivity, and waste forecasts.
+ Reviews and processes requests from operations for scheduled activities, such as time off, non-productive activities, and exceptions into schedules, based on guidelines and planned capacity.
+ Creates employee schedules that minimize work hours and meet workload requirements, resource availability, and regulations.
+ Optimizes the use of resources to effectively meet project KPIs.
+ Publishes employee work schedules after sign-off of intraday management.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
+ Uses tact and diplomacy when working with others.
**Responsibility Statements**
+ Delivers the required calculation for all workflows based on transactions, productivity, and waste forecasts.
+ Reviews and processes requests from operations for scheduled activities, such as time off, non-productive activities, and exceptions into schedules, based on guidelines and planned capacity.
+ Creates employee schedules that minimize work hours and meet workload requirements, resource availability, and regulations.
+ Optimizes the use of resources to effectively meet project KPIs.
+ Publishes employee work schedules after sign-off of intraday management.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
This advertiser has chosen not to accept applicants from your region.
4
Workforce Management Supervisor
TELUS International
Posted today
Job Viewed
Job Description
**Position Summary**
Supervises and oversees the day-to-day activities of Call Center Coordinators in making sure that the service commitments are met for all the company’s accounts. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
**Functional Responsibilities**
1. Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account.
2. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
3. Performs intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.
4. Provides reports as required by Operations and Clients and submits them on a timely manner.
5. May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.
6. Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.
7. Conducts regular performance evaluations session with direct reports.
8. Prepares payroll data of direct reports and ensures accuracy and completeness of document.
**Qualifications**
- Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
- Prior knowledge of client specifics (i.e. nature of account, metrics) preferred. Working knowledge of call center operations and organization.
- Good supervisory and people-management skills. Time and project management skills. Excellent oral and written communication skills. Fluency in the English language.
- Adaptive to changing work schedules and working hours. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills.
- Must be amenable to work on-site in **Araneta, Quezon City**:
- Must be willing to work on **shifting schedule**:
- Can start ASAP**
Schedule:
- 8 hour shift
- Shift system
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
Supervises and oversees the day-to-day activities of Call Center Coordinators in making sure that the service commitments are met for all the company’s accounts. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
**Functional Responsibilities**
1. Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account.
2. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
3. Performs intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.
4. Provides reports as required by Operations and Clients and submits them on a timely manner.
5. May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.
6. Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.
7. Conducts regular performance evaluations session with direct reports.
8. Prepares payroll data of direct reports and ensures accuracy and completeness of document.
**Qualifications**
- Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
- Prior knowledge of client specifics (i.e. nature of account, metrics) preferred. Working knowledge of call center operations and organization.
- Good supervisory and people-management skills. Time and project management skills. Excellent oral and written communication skills. Fluency in the English language.
- Adaptive to changing work schedules and working hours. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills.
- Must be amenable to work on-site in **Araneta, Quezon City**:
- Must be willing to work on **shifting schedule**:
- Can start ASAP**
Schedule:
- 8 hour shift
- Shift system
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
This advertiser has chosen not to accept applicants from your region.
5
Workforce Management Traffic Analyst
Pasay City, National Capital Region
Conduent
Posted 9 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Communicates information and ideas effectively.
+ Uses tact and diplomacy when dealing with others.
**Responsibility Statements**
+ Facilitates quantitative project KPIs such as service level so that intraday and intraweek operational KPIs are met and optimized.
+ Ensures that published schedules appropriately meet organization and project-specific targets (KPIs) within a set policy.
+ Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address negative deviations.
+ Re-forecasts planning parameters based on actuals.
+ Updates intraday schedules to best meet requirements for upcoming intervals.
+ Records events and incidents that influence forecasts and KPI realization for impact review and future planning.
+ Accepts and maintains published schedules by adjusting to accommodate changes to available resources or client requirements.
+ Manages operations across several health plan functions, including plan operations, member/provider services, claims, implementation and grievances/appeals.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Communicates information and ideas effectively.
+ Uses tact and diplomacy when dealing with others.
**Responsibility Statements**
+ Facilitates quantitative project KPIs such as service level so that intraday and intraweek operational KPIs are met and optimized.
+ Ensures that published schedules appropriately meet organization and project-specific targets (KPIs) within a set policy.
+ Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address negative deviations.
+ Re-forecasts planning parameters based on actuals.
+ Updates intraday schedules to best meet requirements for upcoming intervals.
+ Records events and incidents that influence forecasts and KPI realization for impact review and future planning.
+ Accepts and maintains published schedules by adjusting to accommodate changes to available resources or client requirements.
+ Manages operations across several health plan functions, including plan operations, member/provider services, claims, implementation and grievances/appeals.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
This advertiser has chosen not to accept applicants from your region.
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6
2025 Workforce Management VPEG
Pasig, Palawan
Concentrix
Posted 11 days ago
Job Viewed
Job Description
Job Title:
2025 Workforce Management VPEG
Job Description
Location:
PHL Quezon City - Tera Tower 1st Floor
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
2025 Workforce Management VPEG
Job Description
Location:
PHL Quezon City - Tera Tower 1st Floor
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
7
2025 Workforce Management GVPKP
Makati, National Capital Region
Concentrix
Posted 11 days ago
Job Viewed
Job Description
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 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
+ 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. Ability to effectively present information to internal and external associates
+ 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
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
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 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
+ 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. Ability to effectively present information to internal and external associates
+ 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
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
8
2025 Workforce Management GVPTP
Makati, National Capital Region
Concentrix
Posted 11 days ago
Job Viewed
Job Description
Job Title:
2025 Workforce Management GVPTP
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 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
+ 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. Ability to effectively present information to internal and external associates
+ 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
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
2025 Workforce Management GVPTP
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 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
+ 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. Ability to effectively present information to internal and external associates
+ 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
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
9