WFM Planner

ibex; Parañaque; On-site; PHP 400,000 - 560,000; Full time

Job summary

ibex is seeking a Workforce Planner to maintain hiring plans, develop rolling forecasts, generate schedules, and manage rosters on a weekly basis. The focus is to provide guidance on staffing levels needed by each program to achieve client metrics while balancing internal productivity goals.

The ideal candidate collaborates across teams, analyzes historical data, and standardizes forecasting methods for a 13-month rolling schedule with weekly updates.

Qualifications

• At least 1 year experience specializing in 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 relevant WF tools such as IEX and CMS, (Verint Impact 360 is a plus).
• Ability to work a flexible schedule (graveyard/shifting schedule).

Responsibilities

• Maintain hiring plans and rolling forecasts on a weekly basis.
• Generate schedules and rosters to support programs and client metrics.
• Standardize methods for trending call volume, AHT, service level and shrinkage.
• Forecast 13-month baselines weekly and coordinate with cross-functional teams.
• Review forecast with Operations and other areas monthly, with more frequent updates during ramp periods.

Skills

Forecasting

Resource planning

Intraday management

MS Excel

IEX

CMS

Verint Impact 360

Tools

MS Excel

IEX

CMS

Verint Impact 360

Job description

Locations: Paranaque, Philippines

Categories: Work Force Management

Req ID: 29927

Overview

The Workforce Planner is 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)