Strategic WFM Planner - Forecasting & Schedules (CC)

ibex; Metro Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

ibex in Metro Manila is seeking a Workforce Planner to maintain hiring plans, develop rolling forecasts, and generate weekly schedules and rosters to support client metrics while balancing internal productivity.

You will collaborate with stakeholders across Marketing, Budget, Training, Recruitment, IT, and Operations to review a 13-month forecast, manage intraday staffing, and standardize trending methods.

Qualifications

• At least 1 year experience forecasting and resource planning in a call center environment.
• At least 1 year intraday management experience.
• Advanced knowledge in MS Office (2003) especially MS Excel and WF tools such as IEX and CMS.
• Ability to work a flexible schedule (graveyard/shifting schedule).

Responsibilities

• Maintain hiring plans and rolling forecasts on a weekly basis.
• Develop schedules and rosters to meet client metrics and internal productivity goals.
• Trend call volume, AHT, service level and shrinkage with standardized methods.
• Forecast 13-month rolling periods at a weekly level and review with operations.
• Coordinate with Marketing, Budget, Training, Recruitment, IT, and other areas affecting forecast.

Skills

Forecasting

Resource Planning

Intraday Management

MS Excel

Tools

MS Office 2003

IEX

CMS

Verint Impact 360

Job description

ibex in Metro Manila is seeking a Workforce Planner to maintain hiring plans, develop rolling forecasts, and generate weekly schedules and rosters to support client metrics while balancing internal productivity.

You will collaborate with stakeholders across Marketing, Budget, Training, Recruitment, IT, and Operations to review a 13-month forecast, manage intraday staffing, and standardize trending methods.