Assistant Manager Capacity Planning

Transcom; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Pasig-Ayala is hiring an Assistant Workforce Manager (Capacity Planning) to lead capacity analysis, forecasting, and resource allocation for our contact center operations. You will partner with Operations, HR, and Training to drive efficiency, monitor KPIs, and implement process improvements.

You should have proven experience in capacity planning, strong analytical skills, and proficiency with forecasting methods and workforce management tools.

Qualifications

• Proven experience in capacity planning, preferably in contact center or service environment.
• Strong analytical and quantitative skills with forecasting techniques and data analysis.
• Proficient in using capacity planning tools, workforce management software, and advanced spreadsheets.
• Excellent communication skills with ability to present data clearly.
• Demonstrated leadership abilities and ability to manage multiple priorities under pressure.

Responsibilities

• Conduct detailed capacity analysis of historical and current data to identify trends and improve capacity.
• Collaborate with cross-functional teams to develop accurate capacity forecasts and resource plans.
• Determine optimal staffing levels and resource allocation to meet service level objectives.
• Monitor KPIs related to capacity planning, occupancy, and utilization; implement corrective actions.
• Evaluate and improve capacity planning processes and automate repetitive tasks.

Skills

Capacity planning

Forecasting

Data analysis

Leadership

Communication

Tools

Workforce management software

Excel

Forecasting tools

Job description

Job Description:

Transcom is looking for talented individuals like you to join our awesome team! Be the next Assistant Workforce Manager (Capacity Planning) for our Transcom Pasig-Ayala 30th site.

Join our Transcom Family as an Assistant Workforce Manager (Capacity Planning)!

As the Assistant Manager of Capacity Planning, you will play a critical role in ensuring efficient workforce management within our organization. You will be responsible for analyzing historical data, forecasting future demands, and developing strategies to optimize resource allocation and maximize operational efficiency. Your expertise in capacity planning will be instrumental in driving the success of our operations.

Key Responsibilities:

• Capacity Analysis: Conduct detailed analysis of historical and current data to identify trends, patterns, and opportunities for improvement. Utilize forecasting techniques to predict future demand and align resources accordingly
• Forecasting and Planning: Collaborate with cross-functional teams to develop accurate and reliable capacity forecasts. Utilize advanced statistical models, predictive analytics, and other relevant tools to generate reliable forecasts for various business units and functions.
• Resource Allocation: Determine optimal staffing levels and allocation of resources based on forecasted demand. Collaborate with Operations, Human Resources, and other stakeholders to ensure the appropriate number of agents are available to meet service level objectives.
• Performance Monitoring: Monitor and track key performance indicators (KPIs) related to capacity planning, such as service level, occupancy, and utilization rates. Identify deviations from targets and proactively implement corrective actions as necessary
• Process Improvement: Continuously evaluate and enhance capacity planning processes and methodologies to drive operational efficiency. Implement best practices, automate repetitive tasks, and leverage technology solutions to streamline capacity planning workflows.
• Collaboration and Communication: Work closely with various stakeholders, including Operations, Finance, and Training, to gather inputs, share insights, and align capacity planning strategies with broader business objectives. Clearly communicate capacity plans, forecasts, and resource requirements to stakeholders at all levels.
• Reporting and Analysis: Generate regular and ad-hoc reports on capacity planning metrics, performance trends, and resource utilization. Provide actionable insights and recommendations based on data analysis to support decision-making processes.

What we are looking for:

To be successful in this role you must...

• Proven experience in capacity planning, preferably in a contact center or service-oriented environment.
• Strong analytical and quantitative skills, with expertise in statistical modeling, forecasting techniques, and data analysis.
• Proficient in using capacity planning tools, workforce management software, and advanced spreadsheet applications.
• Excellent communication skills, with the ability to present complex data in a clear and concise manner.
• Strong problem-solving abilities and attention to detail.
• Demonstrated leadership skills, with the ability to motivate and develop a team.
• Ability to work under pressure, manage competing priorities, and meet tight deadlines.
• Knowledge of industry best practices in capacity planning and workforce management

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.