Capacity Planner

General Description

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.
- 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.
Work Requirements

Bachelor's Degree or related work experience

3 years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

Skills required

Excellent oral and written communication skills as well as analytical and presentation skills
Strong problem solving and organizational skills and attention to detail
Minimum of 2 years of experience in workforce management preferably with a global business process outsourcer
Proficient knowledge in Microsoft Excel with demonstrated ability, perform analysis and modeling
Prior experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) as well as workforce management systems

**Salary**: Php35,000.00 - Php45,000.00 per month

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Quezon City: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- IMPORTANT (Application will not be processed if the applicant fails to answer this): What is your Viber number?
Shortlisted applicant/s will be interviewed via Viber call.
**Experience**:

- RPM functions: 3 years (required)
- Workforce Management: 2 years (required)
- Capacity Planner: 2 years (required)