Strategic Capacity Planning Lead

Transcom; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Pasig-Ayala is hiring an Assistant Workforce Manager (Capacity Planning) to lead capacity analysis, forecasting, and resource allocation for our contact center operations. You will partner with Operations, HR, and Training to drive efficiency, monitor KPIs, and implement process improvements.

You should have proven experience in capacity planning, strong analytical skills, and proficiency with forecasting methods and workforce management tools.

Qualifications

• Proven experience in capacity planning, preferably in contact center or service environment.
• Strong analytical and quantitative skills with forecasting techniques and data analysis.
• Proficient in using capacity planning tools, workforce management software, and advanced spreadsheets.
• Excellent communication skills with ability to present data clearly.
• Demonstrated leadership abilities and ability to manage multiple priorities under pressure.

Responsibilities

• Conduct detailed capacity analysis of historical and current data to identify trends and improve capacity.
• Collaborate with cross-functional teams to develop accurate capacity forecasts and resource plans.
• Determine optimal staffing levels and resource allocation to meet service level objectives.
• Monitor KPIs related to capacity planning, occupancy, and utilization; implement corrective actions.
• Evaluate and improve capacity planning processes and automate repetitive tasks.

Skills

Capacity planning

Forecasting

Data analysis

Leadership

Communication

Tools

Workforce management software

Excel

Forecasting tools

Job description

Transcom Pasig-Ayala is hiring an Assistant Workforce Manager (Capacity Planning) to lead capacity analysis, forecasting, and resource allocation for our contact center operations. You will partner with Operations, HR, and Training to drive efficiency, monitor KPIs, and implement process improvements.

You should have proven experience in capacity planning, strong analytical skills, and proficiency with forecasting methods and workforce management tools.