Workforce Planning Manager

IntouchCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX is seeking a Workforce Management (WFM) expert to lead capacity planning, forecasting, and scheduling in a fast-paced contact center environment. You will act as SME for resource planning and drive KPI improvements with partners and account managers.

This role requires strong analytical and communication skills, experience with WFM systems, and the ability to coordinate across teams to optimize staffing, training, and contingency planning for long-term efficiency.

Qualifications

• Experience with Workforce Management concepts and systems.

Responsibilities

• Act as SME for resource planning and scheduling.
• Lead a team delivering WFM planning to drive center KPIs.
• Maintain relationships with Business Partners, Clients, and Account Managers to identify service improvements.
• Coordinate contingency planning and budgeting to improve cost efficiency.

Skills

Team leadership

Resource planning

Forecasting

Scheduling

Stakeholder management

Analytical thinking

Communication

Organizational skills

Education

Post-secondary degree in Business Administration

Tools

Microsoft Excel

Job description

Job Description

• Act as a Subject Matter Expert (SME) for resource planning and scheduling


• Responsible for various functions including capacity planning, resource management, forecasting, and scheduling


• Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs


• Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement


• Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs


• Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations


• Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies


• Drive business benefits through self-initiated projects


• Identify customer contact trends to ensure appropriate resources are utilized


• Recommend procedural and operational guideline changes to improve communications and operational efficiency


• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals


• Evaluate forecasting and capacity models to give recommendations for long term staffing needs


• Provide clear communication of the forecasted workload, changes, assumptions, and inputs


• Escalate discrepancies in data to management with recommendations for action


• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained


• Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly


• Participate in daily and weekly meetings that require workforce involvement

Job Requirements

• A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)


• Experience with Workforce Management systems is an asset


• Knowledge of contact center operations, functions and business processes


• Advanced knowledge of Microsoft Excel


• Strong technical, analytical and problem-solving skills


• Superior attention to detail with an eye for accuracy


• Effectively interact with employees at all levels and people from diverse backgrounds


• The ability to adapt to change in an innovative and fast-paced environment


• Strong organizational skills and the ability to follow through on projects


• Demonstrated interpersonal and communication skills


• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment


• The ability to plan and monitor for results