Resource Planner

IntouchCX; Cebu City; On-site; PHP 335,000 - 670,000; Full time

Job summary

IntouchCX is seeking a Resource Planner to join the Workforce Team in Cebu City. This role schedules, tracks, and assists intraday staffing management to ensure staffing levels meet performance goals.

Ideal candidates hold a Bachelor's degree, are proficient in MS Word/Excel/Outlook, and can learn Aspect, Teleopti, or Genesys. Strong data accuracy, analytical thinking, and multitasking are essential for success.

Qualifications

• University or College Degree in a related discipline (CS, Marketing, Communications or Business)
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys
• High level of accuracy regarding data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a fast-paced environment
• The ability to multitask and self-manage the work day

Responsibilities

• Manage all day-to-day activities in Workforce Management
• Schedule, track exceptions, data tracking and Service Levels
• Monitor daily KPIs to diagnose trends and adjust staffing as required
• Maintain employee information and its accuracy on an ongoing basis
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

Skills

Analytical skills

Data entry accuracy

Multitasking

Self-management

Adaptability

Willingness to learn

Education

Bachelor's degree

Tools

MS Word

MS Excel

Outlook

Aspect

Teleopti

Genesys

Job description

About the Job

We are changing the way people think about customer service, and we need your help!

We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.

As Resource Planner, You Will…

• Manage all day-to-day activities in Workforce Management
• Manage schedules, exceptions, data tracking and Service Levels
• Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
• Maintain employee information and its accuracy on an ongoing basis
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

As Resource Planner, You Have…

• University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)
• High level of accuracy regarding data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a fast-paced environment
• The ability to multitask and self-manage the work day

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to @intouchcx.com for review and validation.

Resource PlannerReq #4358Cebu City, 6000 Cebu, Philippines

Job DetailsPay TypeSalaryEducation LevelBachelor's Degree