Resource Planning Officer

Telework PH; Bulacan; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Performance Bonus

Incentives

Government Mandated Benefits

Job summary

A contact center company is seeking a Resource Planning Officer based in San Rafael, Bulacan. The successful candidate will manage both workforce planning and real-time management for effective scheduling and productivity. Key responsibilities include generating forecasts, tracking attendance, and ensuring adherence to service level targets. Candidates should possess strong communication, problem-solving, and statistical skills, along with 2+ years of experience in the contact center industry.

Qualifications

• 2+ years in a contact center; at least 1 year in resource planning and real-time management.
• Strong statistical/numerical ability.
• Flexible to adapt to changing demands.

Responsibilities

• Generate accurate forecasts and prepare capacity plans.
• Monitor and report on scheduling KPIs.
• Track attendance and manage shift swaps.

Skills

Strong communication

Interpersonal skills

Problem solving

Detail-oriented

Organized

Teamwork mindset

Adaptability

Tools

MS Office (Word, Excel, Outlook)

Google tools

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Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

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Job Overview

The Resource Planning Officer will handle both workforce planning and real-time management (RTA) for a non-complex contact center account. The role ensures maximum resource productivity, effective scheduling, and adherence monitoring to meet service level targets. This position reports directly to the Board of Directors, SOD, or Operations Manager, and is based in San Rafael, Bulacan.

Key Responsibilities

Planning

• Generate accurate long-range, short-range, and hiring/training forecasts.
• Collect and analyze historical data (volume, service level, shrinkage) for forecasting.
• Prepare capacity plans and calculate required FTEs.
• Develop, update, and deliver staff schedules and rosters
• Schedule agents and activities based on forecasted volume patterns.
• Monitor and report on scheduling KPIs (e.g., efficiency, service levels).
• Monitor agent log-ins/outs, adherence, and task handling in real time.
• Address non-adherence, logout issues, and escalates as needed.
• Recommend skill changes to optimize staffing.

Attendance & Adherence

• Track attendance, absenteeism, and shift swaps accurately and on time.
• Experience: 2+ years in a contact center; at least 1 year each in resource planning and real-time management.
• Technical: Strong statistical/numerical ability, proficient in MS Office (Word, Excel, Outlook) and Google tools.
• Core Skills:
• Strong communication, interpersonal, and influencing skills.
• Detail-oriented, organized, able to prioritize under pressure.
• Independent, self-motivated, problem solver, quick learner.
• Flexible to adapt to changing demands and work outside regular hours if needed.
• Strong teamwork mindset with cross-training capabilities.

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