WFM Planner — Forecasting, Scheduling & Staffing Strategy

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

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.