WFM Planner

Ibex Limited; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

Ibex Limited is seeking a Workforce Planner to maintain staffing forecasts, develop rolling plans, and generate weekly schedules that meet client metrics while balancing internal productivity goals.

The role requires forecasting and intraday management experience in a call center. Proficiency in MS Excel and WF tools (IEX, CMS) is essential; Verint Impact 360 is a plus. Flexible scheduling may be required to cover shifts in a Manila operation.

Qualifications

• At least 1 year experience forecasting and resource planning in a call center.
• At least 1 year intraday management experience.
• Advanced MS Office (2003) and Excel; experience with WF tools such as IEX and CMS; Verint Impact 360 is a plus.

Responsibilities

• Maintain hiring plans and rolling forecasts for weekly staffing.
• Develop schedules and rosters to meet client metrics while balancing productivity.
• Collaborate with client teams and operations to inform forecasting and ramp plans.
• Review 13-month forecasts monthly; conduct weekly/biweekly meetings during ramp or when targets are not met.

Skills

Forecasting and Resource Planning

Intraday management

MS Excel

WF tools (IEX, CMS)

Verint Impact 360

Tools

MS Office 2003

IEX

CMS

Job description

Overview

TheWorkforce Planneris responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.


• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage


• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc.)

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.


• Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)


• Review with Operations the full 13-month forecast at least once a month. During ramp or when targets are not being met a weekly or biweekly meeting is required

Qualifications

REQUIREMENTS:

• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment (supported back office accounts experience is a plus)


• At least 1 year Intraday management experience


• Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS, (Verint Impact 360 is a plus)


• Ability to work a flexible schedule (graveyard/shifting schedule)