Assistant Manager (Capacity Planning) - BPO

BEAWESOME, INC.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Onsite health care center

In-house psychologist

Mental health courses

Dance and yoga studio

Free daycare facilities

Job summary

Awesome CX by Transcom in Davao is seeking an Assistant Manager of Capacity Planning to lead forecasting, capacity modeling and staffing for multiple business units. You will analyze data, build forecasts, and collaborate with Operations to meet service levels.

The role emphasizes automation, stakeholder communication, and continuous improvement of planning processes, with a focus on efficiency and workforce optimization.

Qualifications

• Proven experience in capacity planning in a contact center or service environment.
• Strong analytical and quantitative skills with forecasting and data analysis experience.
• Proficient in capacity planning tools, workforce management software, and advanced spreadsheet applications.

Responsibilities

• Analyze historical data to identify trends and opportunities for improvement.
• Use forecasting techniques to predict future demand and align resources accordingly.
• Collaborate with cross-functional teams to develop accurate capacity forecasts.
• Monitor KPIs such as service level, occupancy, and utilization; implement corrective actions as needed.
• Communicate capacity plans and resource requirements to stakeholders at all levels.

Skills

Capacity planning

Forecasting

Data analysis

Workforce management

Statistical modeling

Communication skills

Leadership

Problem-solving

Tools

Capacity planning tools

Workforce management software

Excel

Job description

Assistant Manager of Capacity Planning for Awesome CX by Transcom- Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a 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.

Join our Awesome CX by Transcom Family as a Assistant Manager of Capacity Planning

• 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

• 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

• 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

• 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

• 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

• 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

• 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 Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Putting green

• Waterfalls

• Cafes

• Collaborative Workspaces

Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!