As the WFM Capacity Planner, you will be directly responsible for defining, building and managing our global workforce forecasting, planning, and staffing requirements across our internal and outsourced contact center network tied to key performance indicators. You will also drive the daily, weekly, and monthly analysis to drive continuous improvement in workforce performance. Your work will directly impact the support experience of our customers, shoppers, and retail partners, in addition to impacting our operating costs and profitability.
Responsibilities
· Drive standardization in forecasting models across the organization and build analytical tools that are scalable and flexible.
· Continually seek education of applying contact center concepts in staff modeling such as Erlang or Queue based equations, regression, simulation etc.
· Build and grow WFM capabilities to support client forecasts spread across a broad global footprint across multiple businesses within Global Operations.
· Responsible for forecasting AHT, work volume and arrival patterns for a variety of ops teams based on analysis of historical trends and external factors, scheduling appropriate staffing levels that are needed on a daily/hourly basis to achieve service level goals and partnering closely with ops teams to implement and Intraday management of Service Level performance, including execution of real-time strategies to optimize operations outcomes.
· Work with ops leadership across multiple teams and sites to optimize and mature the operating model, manage key business levers and adapt to dynamic product changes.
· Analyze historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce forecast cycle.
· Direct client interaction supporting multiple entries in varied systems.
Job Type: Full-time
Salary: Php35,000.00 - Php45,000.00 per month
Benefits:
- Paid training
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Performance bonus
- Yearly bonus
Application Question(s):
- Do you have • 3 years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred.
- Do you have 2 years of experience in workforce management preferably with a global business process outsourcer
License/Certification:
- Lean Six Sigma Certification (Required)
Shift availability:
- Night Shift (Required)
