Strategic Contact Centre Workforce Planner

dnata Travel Inc.; Mabalacat; On-site; PHP 279,000 - 446,000; Full time

Job summary

dnata Travel Inc. is seeking a scheduling-focused professional to maximize network productivity across the Commercial Contact Centres network. The role involves producing rosters for multiple sites, monitoring service levels, and coordinating with Operations to maintain performance.

Relocation to Clark, Pampanga is required. Strong analytical skills, communication, and proficiency with Windows tools are essential to succeed in a fast-paced virtual team environment.

Qualifications

• Willingness to relocate to Clark, Pampanga.
• Experience in resource planning within a contact centre preferred.
• Ability to work under pressure and meet tight deadlines in a virtual team.
• Must be assertive with strong interpersonal and communication skills.
• Numerical and statistical understanding is essential.
• Proficient in Windows-based software (Word/Excel/Email).

Responsibilities

• Proactively address shift and daily productivity and manage immediate issues to maintain service levels.
• Communicate schedule adherence issues with Operations and plan actions.
• Produce and maintain staff rosters to achieve service targets and plan annual leave/training.
• Ensure off-phone time is allocated for training and non-call activities.
• Evaluate training plans and suggest balanced scheduling solutions.
• Monitor recruitment and attrition and coordinate with Operations/Training.
• Ensure staff are aware of absence, sickness, and leave policies.

Skills

Resource planning

Staff scheduling

Analytical skills

Interpersonal communication

Microsoft Excel

Team coordination

Education

High School Diploma/GED

College degree preferred

Tools

Microsoft Word

Microsoft Excel

Email clients

Job description

dnata Travel Inc. is seeking a scheduling-focused professional to maximize network productivity across the Commercial Contact Centres network. The role involves producing rosters for multiple sites, monitoring service levels, and coordinating with Operations to maintain performance.

Relocation to Clark, Pampanga is required. Strong analytical skills, communication, and proficiency with Windows tools are essential to succeed in a fast-paced virtual team environment.