Strategic Workforce Planner (WFM)

IntouchCX; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

IntouchCX is seeking a Resource Planner to join the Workforce Team in the Philippines. The role focuses on scheduling, tracking, and supporting intraday staffing management to ensure staffing levels meet performance goals.

Key duties include managing day-to-day Workforce Management activities, monitoring KPIs, and maintaining accurate employee data. Candidates should have a related degree, strong Excel/Word/Outlook skills, and adapt quickly to tools like Aspect, Teleopti or Genesys.

Qualifications

• University or College Degree in a related discipline (CS, Marketing, Communications or Business)
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn software programs including Aspect, Teleopti and Genesys
• High data-entry accuracy and strong analytical skills

Responsibilities

• Manage day-to-day activities in Workforce Management
• Manage schedules, exceptions, data tracking and Service Levels
• Monitor daily KPIs to diagnose trends and adjust staffing
• Maintain employee information accurately over time
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

Skills

MS Excel

MS Word

Outlook

Analytical skills

Problem solving

Multitasking

Fast-paced environment

Education

University or College Degree

Tools

Aspect

Teleopti

Genesys

Job description

IntouchCX is seeking a Resource Planner to join the Workforce Team in the Philippines. The role focuses on scheduling, tracking, and supporting intraday staffing management to ensure staffing levels meet performance goals.

Key duties include managing day-to-day Workforce Management activities, monitoring KPIs, and maintaining accurate employee data. Candidates should have a related degree, strong Excel/Word/Outlook skills, and adapt quickly to tools like Aspect, Teleopti or Genesys.