Quezon City - Workforce Planner

The Workforce Planner is responsible for overseeing workforce planning activities for operation, with a primary focus on the planning and analysis of all scheduling and forecasting needs. Accurately forecasting resource requirements and aligning staffing with operational demands, the planner plays a critical role in maintaining efficiency and service excellence.

DUTIES & RESPONSIBILITIES:

• Analyze daily, weekly and intraday call volume patterns.
• Identify call volume trends and averages on a monthly, quarterly and seasonal basis.
• Management and approval of vacation leaves.
• Scheduling of client mandated training and completion monitoring.
• Collaborate with other departments, call center staff, and customers to identify opportunities for improvement of resource utilization.
• Capacity planning and forecasting.
• Creating work schedule (ROTA).
• Monitoring of transaction volumes and service performance.
• Monitoring performance against plans and adjusting.
• Report generation and analysis.
• Proactively escalating workforce management issues.
• Timely and effective communication of service or personal related issues to management.
• Ensures compliance with company rules and regulations.

JOB REQUIREMENTS:

• Bachelor's Degree of any course.
• 2 years’ Workforce Management experience.
• Have a proven track record demonstrating the skills and qualities outlined in this document.

IMPT. NOTE: As this website allows us to collect your information through your resumes, please read our Privacy Notice before proceeding: https://www.adec-innovations.com/privacy-statement/