Resource Planning Officer

Telework PH; Tabang; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading contact center is seeking a Resource Planning Officer to manage workforce planning and real-time management tasks. The role requires generating forecasting, monitoring agent performance, and ensuring effective scheduling in a dynamic environment. Qualified applicants will have at least 2 years of contact center experience and expertise in resource planning and adherence. Strong communication and analytical skills are essential for success in this position, which is based in Bulacan.

Qualifications

• 2+ years experience in a contact center.
• At least 1 year in resource planning.
• Strong communication and interpersonal skills.

Responsibilities

• Generate workforce planning forecasts.
• Monitor adherence and agent performance.
• Track attendance and absenteeism accurately.

Skills

Statistical/numerical ability

MS Office proficiency

Communication skills

Detail-oriented

Teamwork

Tools

MS Office

Google tools

Job description

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).

Real‑Time / Intraday Management

• Monitor agent log‑ins/outs, adherence, and task handling in real time.
• Address non‑adherence, logout issues, and elevate as needed.
• Recommend skill changes to optimize staffing.

Attendance & Adherence

• Track attendance, absenteeism, and shift swaps accurately and on time.

Minimum Skills & Requirements

• 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.
• 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.