Overview
We are seeking a Sr Manager for Workforce who will play a key role in guiding our planning, analysis, forecasting and analysis to achieve new heights.
The Sr. Manager, Workforce Management (WFM), oversees and optimizes workforce activities for the company. This role collaborates with teams to create, review, and adjust daily forecasted volumes, ensuring optimal staffing levels. Responsibilities include managing and enhancing workforce scheduling techniques, planning, analysis, and reporting, as well as maintaining and administering workforce systems and processes.
Work Schedule: 9pm - 6am PH time ( following CST office hours)
Work Setup: Hybrid/Remote (90% remote, 10% on-site for visits to Makati office, Luzon-based)
Eligibility: Must be a Filipino citizen
Responsibilities
- Manages headcount forecasting and capacity planning through weekly discussions and volume analysis.
- Oversees and analyzes financial metrics related to operational functions, ensuring alignment with budgetary goals.
- Supervises the resolution of performance-related issues, recommends enhancements to address root causes, and implements plans to prevent recurrence.
- Measures and incorporates schedule shrinkage, inflexibility, and other real-life factors affecting staffing against forecast requirements.
- Guides Workforce team in enabling the optimization of schedules/staffing.
- Creates reports on historical data and forecasting results from company systems.
- Lead real-time monitoring key performance metrics, including service levels, occupancy, and adherence, to identify trends, patterns and potential issues.
- Communicates performance updates and challenges to Leadership.
- Collaborates with Operational Leaders across the organization to deliver timely and accurate reporting and insights, enabling effective business management.
- Ensures standardization and consistency of workforce processes, continuously improving and enhancing these processes and techniques.
- Builds and nurtures high-performing teams, fostering an environment conducive to exceptional performance and continuous development discussions throughout the year.
Qualifications
- Bachelor’s Degree (in business/finance or relevant field) or 10 plus years of experience in forecasting or capacity planning (inbound, outbound, chat LOBs) to include advances utilization of workforce management tools and data analysis tools.
- Experience on the latest workforce management tools and data analysis tools. ( Verint experience preferred)
- Strong written and verbal communication skills
- 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.
- A seasoned leader who embraces the role of a team player
- Exceptional PC skills with multiple products such as Microsoft Office applications (strong MS Excel and Powerpoint skills)
- Must be amenable to work in a hybrid setup, reporting in Makati office
- Must be willing to work on shifting schedule, majority of night shift
We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!
Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
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