Strategic Resource Planner - Contact Center

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

Job description

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.