Workforce Forecasting and Planning Specialist

Awesome CX by Transcom; Davao del Sur; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading customer experience company in Davao is seeking a Workforce Management Team Lead. The role is pivotal in managing forecasting, planning, staffing, and scheduling processes. Successful candidates will possess 3-5 years of experience in workforce management, strong analytical and organizational skills, and proficiency in tools like Google Sheets and Tymeshift. This opportunity promises a dynamic work environment focused on excellence.

Qualifications

• 3-5 years of experience in Workforce Management or a Data Analytical role.
• Excellent organizational and multitasking abilities.
• Strong analytical abilities and critical thinking skills.
• Highly motivated and able to work with minimal supervision.

Responsibilities

• Conduct monthly forecasts and re-forecasting.
• Prepare daily forecasting and scheduling reports.
• Attend staffing review meetings with clients.
• Provide updates on account performance and metrics.

Skills

Workforce Management

Analytical Skills

Organizational Skills

Data Analysis

Familiarity with WFM tools

Google Sheets

MS Office Applications

Tools

Google Sheets

Looker

Tymeshift

Job description

Workforce Management Team Lead (Forecasting & Planning) - Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Workforce Management Team Lead for our Awesome CX by Transcom Davao site. This role will focus on forecasting, planning, staffing, scheduling, service levels, and reporting processes, policies, and tools across the entire account. Creates and communicates reports that are as real-time as possible.

Join our Awesome CX by Transcom Family as a Workforce Management Team Lead

Key Responsibilities:

• Tactical Forecasting tasks (monthly forecasts & re-forecasting)
• Forecasting & Scheduling Playbook (Plan-of-the-Day) - sent daily
• Shrinkage Forecasts & Reporting
• Attend weekly and daily staffing review meetings with clients and Ops
• Provide regular updates to management on account performance and key metrics
• Approve discretionary activities to address occupancy and utilization
• Monitor real-time agent work state reports
• Prepare and maintain accurate records of client interactions, performance management, project milestones, and financial transactions

What we are looking for:

To be successful in this role you must be...

• 3-5 years plus in Workforce Management or Data Analytical Role for a contact center
• Excellent Organizational and Multitasking Abilities
• Strong analytical abilities, and critical thinker
• Highly motivated, creative, and a self-starter able to excel with minimal supervision
• Familiar with Tymeshift or similar WFM tool Management is preferred
• Proficient in Google Sheets, Looker and MS Applications such as but not limited to (MS Word, PowerPoint and Excel) is preferred