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Job details

Workforce Capacity Planner - Pasig/Paranaque (Temporary Work at Home)

Overview

The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

Historical File:
  • Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
  • Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
Trending:
  • Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
  • Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc.)
Forecasting:
  • Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.
  • Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
  • Review with Operations the full 13-month forecast at least once a month.  During ramp or when targets are not being met a weekly or biweekly meeting is required

Qualifications

REQUIREMENTS:
  • At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment (supported back office accounts experience is a plus)
  • At least 1 year Intraday management experience
  • Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS, (Verint Impact 360 is a plus)
  • Ability to work a flexible schedule (graveyard/shifting schedule)

Average salary estimate

$40000 / YEARLY (est.)
min
max
$30000K
$50000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

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DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
No info
HQ LOCATION
No info
EMPLOYMENT TYPE
Temporary, remote
DATE POSTED
April 18, 2025

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