Resource Planner

IntouchCX; Manila; On-site; PHP 390,600 - 558,000; Full time

Job summary

IntouchCX in Manila, Philippines, is seeking a Resource Planner to optimize workforce management. The ideal candidate will manage daily activities, monitor performance indicators, and ensure proper staffing levels. Key qualifications include a degree in a related field and proficiency in MS Office. Experience with workforce tools like Aspect and Genesys is a plus. This role offers a dynamic work environment requiring strong multitasking and problem-solving skills.

Qualifications

• University or College Degree in Computer Science, Marketing, Communications or Business.
• Ability to learn various software programs.
• Willingness to adapt in a fast-paced environment.

Responsibilities

• Manage day-to-day activities in Workforce Management.
• Monitor daily Key Performance Indicators.
• Plan and create new hire schedules.

Skills

Advanced knowledge of MS Word

Advanced knowledge of MS Excel

Analytical skills

Problem solving skills

Adaptability to learn software

High level of accuracy in data entry

Multitasking

Education

University or College Degree in related discipline

Tools

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