Head of Workforce & Capacity Planning

Acquire Intelligence; Pasig; On-site; PHP 350,000 - 700,000; Full time

Job summary

Acquire Intelligence is seeking a capable Real Time Analyst/Workforce Management professional in Metro Manila to lead forecasting, scheduling, and performance optimization across one or more contact centers.

You will oversee a team of RTAs and capacity planners, analyze volumes, and implement actions to hit service goals. The role requires strong judgment, data-driven decision making, and collaboration with client Account Managers and Operations Directors.

Qualifications

• Experience in contact center forecasting and scheduling.
• Analytical mindset with ability to translate data into actions.

Responsibilities

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites.
• Analyze past volume and staffing patterns and implement actions based on the forecast to meet service goals.
• Conduct analysis and recommend solutions to real time performance issues with the operational business units.
• Validate forecasting and staff planning with Account Managers and clients.
• Interface with Account Managers/Operations Directors for escalation of service impacting issues.
• Manage the staff schedules and responsibilities of Workforce Management team.
• Responsible for performance appraisals of all direct reports.
• Establish performance objectives for direct reports.
• Coach and develop a high performing team through organizational leadership.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Ensure team accurately tracks and manages contact centre schedule adherence.
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives.
• Prepare daily/weekly/monthly reports and distribute to the Management team.
• Manage staffing ratios and seat utilization/optimization to meet contact centre goals.
• Build effective working relationships with internal departments.
• Work with Senior Management on initiatives to support new business growth and overall operations.
• Assist with special projects and other duties as assigned.
• Management of Genesys system

Tools

Genesys

Job description

Acquire Intelligence is seeking a capable Real Time Analyst/Workforce Management professional in Metro Manila to lead forecasting, scheduling, and performance optimization across one or more contact centers.

You will oversee a team of RTAs and capacity planners, analyze volumes, and implement actions to hit service goals. The role requires strong judgment, data-driven decision making, and collaboration with client Account Managers and Operations Directors.