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 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.
Qualifications
Bachelor’s Degree (in business/finance or relevant field)
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.
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.
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.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
