Resource Planner - Workforce Management (for Cebu)

IntouchCX; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

IntouchCX in Cebu City, Philippines is hiring for a Workforce Management Resource Planner. The role focuses on day-to-day WFM activities, scheduling, data tracking, and KPI-based staffing adjustments.

You will maintain employee data accuracy, plan new hire schedules, and generate program reports. The ideal candidate holds a related degree and has 1–2 years of experience with strong MS Word/Excel skills and a data-driven mindset.

Qualifications

• Bachelor's degree or higher in a related discipline (e.g., Computer Science, Marketing, Communications or Business).
• 1–2 years of experience as a resource planner or similar role.
• Advanced knowledge of MS Word, MS Excel and Outlook.
• Adaptability to learn multiple software systems including Aspect, Teleopti and Genesys; prior experience is a plus.
• High accuracy in data entry and strong analytical/problem-solving skills.
• Willingness to learn and adapt to a fast-paced environment; ability to multitask.

Responsibilities

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

Skills

Analytical skills

Problem solving

Multitasking

Data entry accuracy

Adaptability

Self-management

Willingness to learn

Education

Computer Science

Marketing

Communications

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