Sr. Manager, Workforce Management

SHIFT: NIGHT

SET UP: HYBRID (CIRCUIT MAKATI)

The Sr. Manager, WFM is responsible for managing and facilitating workforce activities for the company. Works with Carenet

teams to create, review and adjust daily forecasted volumes and handles time to achieve optimal staffing. This role manages

and facilitates ongoing improvements to Workforce scheduling techniques, planning, analysis and reporting. Maintains and

administers Workforce Systems and Processes. Additionally, the Sr. Manager, WFM plays a role in supporting key areas of the

business: Talent Acquisition for a robust hiring plan, Finance for inputs in volume forecasting that impact business financial

goals and the Sales and Account Management Team for RFPs and bid modelling when securing new business opportunities.

Responsibilities

• Manages the headcount forecasting and capacity planning process through weekly discussion and analysis of
  
  

volumes.

• Develops forward-thinking seasonal staffing plan and collaborates across all quadrants to ensure thorough
  
  

implementation and preparedness.

• Oversees and analyzes financial metrics pertaining to operational functions, ensuring their alignment with budgetary
  
  

objectives.

• Supervising the resolution of performance-related issues, suggesting enhancements to address root causes, and
  
  

executing plans to prevent their recurrence.

• Measures and incorporates appropriate schedule shrinkage, inflexibility, and other real-life factors influencing
  
  

staffing against forecast requirements.

• Guides Workforce team in enabling the optimization of schedules/staffing. Takes responsibility for managing the
  
  

staffing plan and best matching staffing needs with staffing availability;

• Creates reports on historical data and forecasting results from company systems.
• Implement strategies and tactics to optimize resource utilization and manage staffing levels in response to
  
  

challenging call volumes and business needs.

• Lead real-time monitoring key performance metrics, including service levels, occupancy, and adherence, to identify
  
  

trends, patterns and potential issues.

• Other duties may be assigned.
• Communication to Leadership on performance and challenges i.e. providing direction, guidelines, performance
  
  

update to hit service level goals and making suggestions for corrections to any issues.

• Partners with Operational Leaders across the organization to provide the right and timely level of reporting and
  
  

insights to allow leaders to run their business effectively.

• Actively advises and provides guidance to the business units around scheduling, labor management and leave
  
  

management.

• Promotes and fosters growth within the Workforce Department by providing opportunities for learning and
  
  

development.

• Ensures the standardization and consistency of Workforce processes and in ongoing improvements, enhancements
  
  

and techniques to those processes within the Carenet team.

• Analyzes and identifies opportunities within the Workforce Department and provides real-time information and
  
  

solutions to the Snr Manager, Workforce Management. Coordinates the consistency of workforce guidelines and best

practices across company.

Job Description

05/08/2024/ v1.

• Proactively identifies and implements process improvement initiatives aimed at enhancing customer satisfaction and
  
  

real-time monitoring and operational expense.

• Understands and analyzes the impacts of adherence, productivity, shrinkage, attrition, WFM Tool and volumes on
  
  

service levels and staffing needs.

• Builds and develops high performing teams and creates conditions for great performance and development
  
  

discussions throughout the year.

• Collaborates with departmental stakeholders to understand business needs, anticipate staffing needs, and
  
  

proactively address potential gaps or challenges.

• Successfully builds and maintains relationships with plan vendors, Team Members and clients.
• Coordinates and assists with work across multiple work teams to ensure high quality and timely solutions.
• Other duties may be assigned.
  
  

Qualifications

• Bachelor's Degree (in business/finance or relevant field) or 10 plus years of experience in forecasting or capacity
  
  

planning to include advances utilization of workforce management tools and data analysis tools. Strong written and

verbal communication skills, including the ability to communicate complex data in comprehensive ways. Proven

track record of forecasting models and analysis of key business trends and actual versus budget variances.

• Ability to determine, implement and evaluate business metrics to meet ongoing organizational needs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability
  
  

to apply concepts of basic algebra and geometry.

• Ability to deal with and solve problems using solid judgment skills.
• Exceptional PC skills with multiple products such as Microsoft Office applications including strong MS Excel skills,
  
  

MS Word, PowerPoint, E-mail, database and Internet software. Ability to handle multiple line phone systems.

• Experience in financial analysis/planning, predictive modeling/forecasting, project management and operational
  
  

analysis