Assistant Workforce Manager (Capacity Planning)

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 700,000 - 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 Worldwide (Philippines), Inc. is seeking an Assistant Workforce Manager (Capacity Planning) at our Pasig site. You will analyze historical data, forecast future demand, and advise on staffing and resource allocation to optimize service levels.

You will collaborate with Operations, HR, and Finance to monitor KPIs, drive process improvements, and communicate capacity plans across the organization while supporting Transcom's customer-focused goals.

Qualifications

• Proven experience in capacity planning, preferably in contact center or service-oriented environment.
• Strong analytical and quantitative skills with forecasting and data analysis expertise.
• Proficient in capacity planning tools, workforce management software, and advanced spreadsheets.
• Excellent communication with the ability to present data clearly and concisely.
• Demonstrated leadership with ability to motivate and develop a team.

Responsibilities

• Capacity Analysis: analyze historical data to identify trends and forecast future demand.
• Forecasting and Planning: develop accurate capacity forecasts with cross-functional teams.
• Resource Allocation: determine staffing levels to meet service level objectives.
• Performance Monitoring: track KPIs like service level, occupancy, and utilization.
• Process Improvement: optimize capacity planning processes and automate repetitive tasks.
• Collaboration and Communication: align plans with Operations, Finance, and Training.
• Reporting and Analysis: generate regular/ad hoc reports with actionable insights.

Skills

Capacity planning

Forecasting

Analytics

WFM tools

Workforce management

Excel/Spreadsheets

Communication

Leadership

Tools

Forecasting tools

Statistical modeling

Job description

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

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 site.

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!

• 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.