Workforce Capacity Planner

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise and resolve capacity-related issues for all company projects, ensuring optimal resource distribution.

• Offer strategic advice on creating customized business models for a variety of clients.

• Collaborate closely with different departments to accurately evaluate project capacity requirements.

• Examine capacity needs across all projects to align with monthly demand projections.

• Develop proactive plans with your team to foresee and prepare for diverse capacity scenarios.

• Maintain thorough records of activities, actions, and outcomes; generate detailed departmental reports on a daily, weekly, monthly, and yearly basis.

• Work with Workforce teams to deliver comprehensive analysis from a capacity standpoint.

• Lead strategic initiatives aimed at standardization and identifying opportunities for business improvement.

• Play a role in the design and implementation of operational initiatives and projects to enhance staffing and meet Service Levels and KPIs.

• Manage forecasting models, analyze trends, and ensure accurate data to support decision-making processes.

• Evaluate workforce shrinkage, propose reduction recommendations, and set shrinkage targets and vacation allowances as necessary.

• Encourage open communication and feedback loops within the team and throughout the organization to enhance insights and learning.

• Effectively engage with Senior Management and leaders to clarify priorities and steer strategic direction.

• Perform ad hoc tasks as required.

⛳️ Requirements

• Bachelor’s degree (no specific field required).

• Advanced expertise in planning and scheduling methodologies and procedures.

• 1 to 2 years of experience in capacity planning within a call center environment.

• At least 2 years of scheduling experience in a call center setting.

• Extensive experience in Workforce Management.

• Comprehensive understanding of contact center and customer service operations.

• Proficiency in workforce management software (preferably Aspect eWorkforce and IEX) and telecommunication systems (Lucent CMS reporting, Zendesk, Salesforce, Assembled, Five9).

• Basic understanding of queuing and traffic management using Erlang theory.

• Strong knowledge of call center metrics and WFM policies and procedures.

• Exceptional verbal and written communication skills in English.

• Demonstrates strong leadership potential.

• Excellent analytical and quantitative abilities.

• Proven capacity to work under pressure and deliver results.

• Highly skilled in utilizing all Microsoft Office products.

• Possesses strong interpersonal and customer service capabilities.

• Ability to multitask, adapt to changes, and achieve results with accuracy and precision.

• Requires effective time management and organizational skills.

• Computer proficient and technologically adept.

🏝️ Benefits

• Convenience of working from home.

• Established organization with an outstanding team.

• Significant opportunities for growth.