Resource Planning Coordinator

Canon Business Services ANZ; Taguig; On-site; PHP 320,000 - 420,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a proactive operations professional to support manpower planning and field coordination. You will monitor automated scheduling, dispatch calls, and ensure accurate reporting to meet customer SLAs.

The role requires strong customer service experience, attention to detail, and the ability to work independently in a flexible environment. This position offers opportunities within a global BPO setting.

Qualifications

• Customer Service background.
• Experience in supporting and assisting customers and colleagues via phone, Skype, and email.
• High level of accuracy, superior attention to detail, and a strong work ethic.
• Excellent time management and prioritisation skills.
• Ability to work independently.

Responsibilities

• Plans manpower and holiday coverage to ensure availability.
• Monitors automated planning for the field to meet SLAs.
• Coordinates with field to allocate resources for operations.
• Carries out call dispatch and books off when required; ensures data accuracy.
• Verifies system allocations with Field Engineers and Managers.
• Monitors work with outside suppliers and TPM (Third Party Maintenance).
• Escalates problems, missed SLAs or reporting issues as defined in procedures.
• Identifies trend and escalation where required; informs customers on status when appropriate.
• Performs system housekeeping and ensures all jobs and engineers are allocated.

Skills

Customer Service

Communication

Attention to detail

Time management

Independent work

Job description

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.We’re trusted by industry leaders because of our dedicated customerfocus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the bestservice management experience possible, many clients have partnered with us for more than a decade. Thesolutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stayahead.When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll beempowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

Essential Duties

• Ensures availability of manpower by planning or monitoring indirect activities and holiday planning
• Monitors the automated planning for the field. Ensures that request for service is planned/scheduled in order to meet customer service level agreements.
• Works with the field to ensure resource is allocated to accommodate field operational needs.
• Carries out call dispatch and books off when required and corrects mistakes in visit reporting, ensuring the integrity of the data.
• Verifying system allocations to ensure practicality and efficiency, liaising Field Engineers, and Managers where necessary.
• Monitors work to outside suppliers and TPM (Third Party Maintenance) organizations
• Escalates problem calls, missed SLAs or reporting issues as defined in the procedures.
• Identify problem trends and escalation where required. Inform the customer, when appropriate and requested, regarding the status of the request.
• Carry out system housekeeping ensuring that all jobs and engineers are correctly allocated.

Qualifications

• Customer Service background
• Experience in supporting and assisting customers and colleagues via phone, Skype, and email.
• High level of accuracy, superior attention to detail, and a strong work ethic
• Excellent time management and prioritisation skills
• Ability to work independently.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity. As an equal opportunity employer, all applicants will be considered.

Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.