Capacity Planner - Workforce Management (MOA Pasay) | Onsite

TASQ Staffing Solutions; Pasay; On-site; PHP 480,000 - 720,000; Full time

Job summary

A staffing solutions firm in Metro Manila, Philippines is seeking a Workforce Management professional to oversee staffing models and scheduling procedures. This role requires at least 2 years of experience in people management and BPO capacity planning. The ideal candidate will efficiently track agent adherence and ensure alignment with Individual Development Plans. Strong communication skills are essential for engaging with internal and external customers in a dynamic environment.

Qualifications

• Finished at least 2 years in college without any back subjects.
• At least 2 years of people management experience.
• At least 2 years of experience in BPO Capacity Planning.

Responsibilities

• Oversee the development and implementation of staffing models and scheduling procedures.
• Coordinate agent schedules and Individual Development Plans (IDPs).
• Accurately update employee information within the Verint WFO system.
• Track agent adherence to their schedules.
• Ensure staffing needs are fulfilled in alignment with the IDPs.
• Engage in clear communication with customers.
• Balance staffing requirements with operational efficiency.
• Generate daily and interval reports to assess operational performance.

Skills

People management experience

BPO Capacity Planning

Education

At least 2 years in college

Tools

Verint Workforce Optimization (WFO)

Job description

Work Setup: Onsite (MOA Pasay)

Function: Work Force Management (WFM)

Required Educational Attainment:

Finished at least 2 years in college without any back subjects

Required Experience:

• At least 2 years of people management experience
• At least 2 years of BPO Capacity Planning

Responsibilities:

• Oversee the development and implementation of staffing models and scheduling procedures.
• Coordinate agent schedules and Individual Development Plans (IDPs), making timely adjustments as needed.
• Accurately update employee information within the Verint Workforce Optimization (WFO) system.
• Track agent adherence to their schedules using the Verint WFO system.
• Ensure staffing needs are fulfilled in alignment with the IDPs.
• Engage in clear and effective communication with both internal and external customers.
• Strike a balance between staffing requirements, operational efficiency, and financial objectives.
• Generate daily and interval reports to assess operational performance as necessary.