Workforce Forecasting and Planning Specialist

Awesome CX; Philippines; On-site; PHP 2,308,136 - 3,462,204; Full time

Job summary

A leading contact center in Davao is seeking a Workforce Management Team Lead to oversee forecasting, planning, and staffing operations. The ideal candidate will have 3-5 years of experience in a similar role, excellent organizational skills, and proficiency in various analytical tools. Responsibilities include preparing forecasts, attending meetings with clients, and reporting on account performance. Join our dynamic team and contribute to enhancing service levels and operational efficiency.

Qualifications

• 3-5 years of experience in Workforce Management or Data Analytical Role for a contact center.
• Familiar with managing WFM tools.
• Proficient in using spreadsheets and presentations.

Responsibilities

• Conduct tactical forecasting tasks and handle monthly forecasts.
• Send daily Forecasting & Scheduling Playbook.
• Attend staffing review meetings and provide updates to management.
• Monitor real-time agent work state reports.

Skills

Excellent Organizational and Multitasking Abilities

Strong analytical abilities

Critical thinker

Highly motivated and self-starter

Tools

Google Sheets

Looker

MS Word

MS PowerPoint

MS Excel

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

• 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