Resource Planner

IntouchCX; Puerto Bogotá; On-site; COP 40,000,000 - 60,000,000; Full time

Job summary

IntouchCX is seeking a Resource Planner to join the Workforce Team in Colombia. The role focuses on intraday staffing management, scheduling, tracking, and ensuring staffing levels meet performance goals.

You will handle day-to-day activities in Workforce Management, monitor KPIs, and maintain accurate employee data while planning new hire schedules and reporting by program.

Qualifications

• University or College degree in a related discipline (Computer Science, Marketing, Communications or Business).
• Advanced knowledge of MS Word, MS Excel and Outlook.
• Willingness to learn and adapt to multiple software programs such as Aspect, Teleopti and Genesys.

Responsibilities

• Manage all day-to-day activities in Workforce Management.
• Manage schedules, exceptions, data tracking and Service Levels.
• Monitor daily KPIs to diagnose trends and adjust staffing as required.
• Maintain employee information and data accuracy.
• Plan and create new hire schedules while tracking shift availability.
• Report by program as required.

Skills

Analytical thinking

Data entry accuracy

Multitasking

Adaptability

Attention to detail

Education

University degree in related discipline

Tools

Aspect

Teleopti

Genesys

MS Word

MS Excel

Outlook

Job description

About the Job

We are changing the way people think about customer service, and we need your help!

We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.

As Resource Planner, You Will…

• Manage all day-to-day activities in Workforce Management
• Manage schedules, exceptions, data tracking and Service Levels
• Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
• Maintain employee information and its accuracy on an ongoing basis
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

As Resource Planner, You Have…

• University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)
• High level of accuracy regarding data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a fast-paced environment
• The ability to multitask and self-manage the work day