Resource Planner - Workforce Management

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

Job summary

IntouchCX is seeking a Resource Planner to join its Workforce Management team in the Philippines. You will manage day-to-day activities, schedules, data tracking and service levels to ensure staffing alignment with demand.

The role requires a degree in a related field and 1–2 years of experience, strong Excel/Word/Outlook skills, and the ability to learn Aspect, Teleopti or Genesys. You will monitor KPIs, maintain data accuracy, and support multi-tasking in a fast-paced environment.

Qualifications

• University or College Degree in a related discipline (Computer Science, Marketing, Communications or Business)
• 1–2 years experience as a resource planner
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn Aspect, Teleopti and Genesys (experience with one is a plus)
• High level of accuracy in data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to a fast-paced environment
• Ability to multitask and self-manage the work day
• Experience using IEX tool is an advantage

Responsibilities

• Manage day-to-day activities in Workforce Management
• Manage schedules, 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

Resource planning

Workforce management

Data analysis

Analytical thinking

Problem solving

Multitasking

Time management

Communication

Learning agility

Education

Bachelor's degree in Computer Science, Marketing, Communications, or Business

Tools

MS Word

MS Excel

Outlook

Aspect

Teleopti

Genesys

IEX

Job description

Job Description

• 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

Job Requirement

• University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)

• Atleast, 1 to 2 years experience as a resource planner

• 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

• Experience in using IEX tool is an advantage