Capacity Planning Lead

IntouchCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX in Manila is seeking a Planning Supervisor to lead a team of Workforce Analysts and Specialists, driving performance and development to meet client goals.

You will oversee workforce management processes, forecast workload, optimize scheduling, and communicate assumptions clearly while ensuring data accuracy and timely responses in a fast-paced contact center environment.

Qualifications

• Post-secondary degree or certificate in Business Administration or related field.
• Experience with workforce management systems is an asset.
• Strong analytical and problem-solving skills.

Responsibilities

• Identify customer contact trends to ensure appropriate resources are utilized
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Ensure employee information is accurately entered and maintained on an ongoing basis
• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions and inputs
• Escalate discrepancies in data to management with recommendations for action
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained

Skills

Advanced Excel

Analytical thinking

Problem solving

Attention to detail

Interpersonal communication

Organizational skills

Adaptability

Stakeholder collaboration

Education

Post-secondary degree in Business Administration

Tools

Workforce Management systems

Job description

About the role

We are looking for a Planning Supervisor who will direct, manage and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team's performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.

Key responsibilities

• Identify customer contact trends to ensure appropriate resources are utilized

• Recommend procedural and operational guideline changes to improve communications and operational efficiency

• Ensure employee information is accurately entered and maintained on an ongoing basis

• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals

• Evaluate forecasting and capacity models to give recommendations for long term staffing needs

• Provide clear communication of the forecasted workload, changes, assumptions and inputs

• Escalate discrepancies in data to management with recommendations for action

• Advise on potential opportunities or hazards that affect the ability to meet strategic goals

• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated

• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained

About you

• A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)

• Experience with Workforce Management systems is an asset

• Knowledge of contact center operations, functions and business processes

• Advanced knowledge of Microsoft Excel

• Strong technical, analytical and problem-solving skills

• Superior attention to detail with an eye for accuracy

• Effectively interact with employees at all levels and people from diverse backgrounds

• The ability to adapt to change in an innovative and fast-paced environment

• Strong organizational skills and the ability to follow through on projects

• Demonstrated interpersonal and communication skills