Strategic Workforce Planner – Call Center Forecasting

Enshored Inc. (External); Cebu City; On-site; PHP 420,000 - 640,000; Full time

Job summary

Enshored Inc. is seeking a Workforce Planner to design and maintain staffing schedules for forecasted requirements.

You will collaborate with clients and site operations teams to optimize productivity and efficiency, monitor call patterns, and adjust staffing in real time to meet service levels. The role requires 2-3 years of forecasting/planning experience in a call center, with advanced knowledge of planning methodologies and BPO processes.

Qualifications

• Bachelor's degree (no specification).
• 2-3 years workforce forecasting/planning and scheduling experience in a call center.
• Advanced knowledge in planning and scheduling methodology & procedures.
• Experience delivering workforce management processes to a BPO environment.

Responsibilities

• Design and maintain staffing schedules based on forecasted requirements.
• Collaborate with clients and site operations teams to develop strategies.
• Monitor call patterns and adjust staffing in real time.
• Create contingency plans and generate accurate reports for operations management and clients.
• Analyze associate behaviors and availability to ensure service levels and schedule adherence.

Skills

Analytical skills

MS Office

Problem solving

Teamwork

Communication

Client presentations

Education

Bachelor's degree

Tools

Excel

Word

Job description

Enshored Inc. is seeking a Workforce Planner to design and maintain staffing schedules for forecasted requirements.

You will collaborate with clients and site operations teams to optimize productivity and efficiency, monitor call patterns, and adjust staffing in real time to meet service levels. The role requires 2-3 years of forecasting/planning experience in a call center, with advanced knowledge of planning methodologies and BPO processes.