Workforce Capacity Planner | Philippines

Description

Peak Support, an outsourcing firm serving innovative companies, is seeking a Workforce Capacity Planner to join their team in the Philippines.

About the role

Oversee and address capacity-related concerns for all company projects, ensuring efficient resource allocation. Provide strategic guidance on developing tailored business models for diverse clients. Collaborate closely with various departments to accurately assess project capacity needs. Analyze capacity requirements across all projects to align with monthly demand forecasts. Develop proactive strategies with your team to anticipate and prepare for various capacity scenarios. Maintain comprehensive records of activities, actions, and impacts; prepare detailed departmental reports on a daily, weekly, monthly, and yearly basis. Coordinate with Workforce teams to provide in-depth analysis from a capacity perspective. Drive strategic initiatives focused on standardization and identifying improvement opportunities for the business. Contribute to the design and execution of operational initiatives and projects to optimize staffing and meet Service Levels and KPIs. Manage forecasting models, analyze trends, and maintain accurate data to support decision-making. Assess workforce shrinkage, make recommendations for reductions, and establish shrinkage targets and vacation allowances as needed. Foster open communication and feedback loops within the team and across the organization to maximize insights and learning. Effectively communicate with Senior Management and leaders to clarify priorities and guide strategic direction. Ad hoc tasks as required.

Requirements

• Education/Experience: Bachelor’s degree (no specification)
• Advanced knowledge in planning and scheduling methodology & procedures
• 1 to 2 years of capacity planning experience in a call center environment.
• Minimum of 2 years of scheduling experience in a call center environment.
• Broad knowledge of contact center & customer service operations.
• Knowledge/Skills/Abilities:
• Proficiency in the use of workforce management software (preferably Aspect eWorkforce, and IEX)
• Telecommunication systems (Lucent CMS reporting, Zendesk, Salesforce, Assembled, Five9)
• Basic concept of queuing and traffic management using Erlang theory
• Solid knowledge of call center metrics and WFM policies and procedures
• Excellent verbal and written English communication skills.
• Displays strong leadership potential.
• Excellent analytical & quantitative skills
• Demonstrated ability to work under pressure and produce.
• Highly skillful in using all Microsoft Office products.
• Possesses strong interpersonal & customer service skills.
• Ability to multitask, adapt to change, and achieve results with accuracy and precision.
• Requires time management and organizational skills.
• Computer proficient and technology savvy