Strategic Workforce Planning Lead

IntouchCX; Manila; Presencial; PHP 400.000 - 650.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking a Planning Supervisor in Manila to lead a team of Workforce Analysts and Specialists, driving staffing efficiency and operational excellence. You will forecast needs, manage schedules, and communicate workload changes to support client goals.

The role requires a business-focused background, strong Excel skills, and the ability to work cross-functionally in a fast-paced environment. Candidate should adapt to evolving priorities.

Formación

• A post-secondary degree or certificate with a focus in Business Administration.
• Experience with Workforce Management systems is an asset.
• Knowledge of contact center operations and business processes.

Responsabilidades

• Direct, manage and supervise a team of Workforce Analysts and Specialists.
• Identify trends to ensure resources are utilized and staffing meets service levels.
• Update scheduling parameters in the WFM system for efficiency and productivity.
• Provide clear communication of forecasted workload, assumptions and inputs.
• Coordinate with operations and other departments for smooth production.
• Participate in daily and weekly workforce meetings and initiatives.
• Review trackers related to headcount and absenteeism and keep them updated.
• Escalate data discrepancies with recommendations for action.
• Adapt plans promptly to maintain proper staffing levels.

Conocimientos

Advanced Microsoft Excel

Analytical thinking

Problem-solving

Attention to detail

Interpersonal skills

Communication skills

Organizational skills

Teamwork

Independent work

Adaptability

Educación

Post-secondary degree or certificate in Business Administration

Herramientas

Workforce Management systems

Descripción del empleo

IntouchCX is seeking a Planning Supervisor in Manila to lead a team of Workforce Analysts and Specialists, driving staffing efficiency and operational excellence. You will forecast needs, manage schedules, and communicate workload changes to support client goals.

The role requires a business-focused background, strong Excel skills, and the ability to work cross-functionally in a fast-paced environment. Candidate should adapt to evolving priorities.