Workforce Planning Supervisor

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

Job summary

IntouchCX in the Philippines seeks a Workforce Planning Lead to oversee team performance and development, ensuring delivery of company goals and client operational excellence. You will manage resources, forecasts, and scheduling to meet service levels.

This role requires strong MS Excel skills, experience with WFM systems, and the ability to adapt in a fast-paced environment while collaborating across departments to maintain a smooth production environment.

Qualifications

• Post-secondary degree or certificate focused in Business Administration.
• Experience with Workforce Management systems is an asset.
• Knowledge of contact center operations functions and business processes.
• Advanced knowledge of Microsoft Excel.

Responsibilities

• Identify customer contact trends to ensure appropriate resources are utilized.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Ensure employee information is accurately entered and maintained on an ongoing basis.
• 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.
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals.
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated.
• 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.
• Perform other duties as assigned.

Skills

Workforce Management

Interpersonal skills

Organizational skills

Analytical thinking

Education

Post-secondary degree or certificate in Business Administration

Tools

Microsoft Excel

Job description

About the Job

The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.

Job Description

• Identify customer contact trends to ensure appropriate resources are utilized
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Ensure employee information is accurately entered and maintained on an ongoing basis
• 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
• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• 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
• Perform other duties as assigned

Job Requirement

• 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