Strategic WFM Planner: Forecasting & Intraday Scheduling

IBEX Global Solutions (Philippines) Inc.; Naga; On-site; PHP 446,000 - 692,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Planner to maintain hiring plans, develop rolling forecasts, and generate weekly schedules. You will manage rosters and provide staffing guidance to meet client metrics while balancing productivity goals.

The role requires 1+ year in forecasting and intraday planning within a call center, plus strong MS Excel and related tools. Flexibility for graveyard shifts is expected in this position.

Qualifications

• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment.
• At least 1 year Intraday management experience.
• Advanced knowledge in MS Office, especially MS Excel and WF tools such as IEX and CMS (Verint Impact 360 a plus).
• Ability to work a flexible schedule (graveyard/shifting schedule).

Responsibilities

• Mechanize the collection of historical data for trending – call volume, AHT, Service Level and shrinkage factors.
• Standardize methods to be used for trending call volume, AHT, service level and shrinkage.
• Forecast 13-month rolling baselines weekly, coordinating with all impacting areas.

Skills

Forecasting

Resource planning

Intraday management

Tools

MS Excel

IEX

CMS

Verint Impact 360

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Planner to maintain hiring plans, develop rolling forecasts, and generate weekly schedules. You will manage rosters and provide staffing guidance to meet client metrics while balancing productivity goals.

The role requires 1+ year in forecasting and intraday planning within a call center, plus strong MS Excel and related tools. Flexibility for graveyard shifts is expected in this position.