Workforce Resource Capacity Planner

Universal Access and Systems Solutions Inc.; Angeles; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading workforce management firm in Pampanga, Angeles, is seeking a resource capacity planner to analyze staffing needs and provide insights for operational improvements. The ideal candidate has 3-5 years of experience in workforce management, proficiency in data analytics tools, and strong organizational skills. This role involves forecasting staffing demand and improving overall customer experience through effective capacity planning.

Qualifications

• 3-5 years of experience in workforce management or similar role.
• Proven experience in analyzing large datasets and forecasting staffing needs.
• Understanding of database management and SQL is desirable.

Responsibilities

• Forecast staffing demand and align capacity with demand.
• Assess and report performance against required deliverables.
• Conduct regular audits of WFM forecasting processes.

Skills

Data analytics skills

Problem-solving skills

Communication skills

Organizational skills

Education

Bachelor's degree in Information Technology or related field

Tools

Microsoft Excel

Power BI

Tableau

Workforce management software (e.g., NICE, Verint, Aspect)

Job description

Job Overview

The resource capacity planner is a workforce management role that is mainly responsible is to analyze, recommend and articulate staffing recommendations to operations heads through the evaluation of key drivers, such as AHT, attrition, shrinkage, occupancy and hiring trends. They are also required for providing expertise and support for new initiatives that requires changes to staffing plans, create scenarios to determine cost/benefits of these initiatives, as well as managing physical space capacity across all centers.

Roles and Responsibilities

• Forecast/Capacity Plan the anticipated staffing demand, determine required capacity, calculate the resource capacity of current resources, measure the capacity gap and align capacity with demand
• Regularly assess and report results for performance against required deliverables
• Assess impacts/solutions and communicate possible recruiter gaps to talent acquisition and operation team
• Maintain master file of current forecasting, processes and supporting documents modify these processes to improve overall customer experience
• Conduct regular audits and report findings/recommendations for all WFM forecasting processes
• Prepare and present WFM forecasting improvement plans and manage their implementation

Qualifications

Experience

• At least 3-5 years of experience in workforce management, capacity planning, resource planning, or a similar role.
• Bachelor's degree in Information Technology or any related field.
• Proven experience in analyzing large datasets and forecasting staffing or resource needs.
• Familiarity with project management tools and techniques.

Technical Skills

• Proficiency in data analytics tools such as Microsoft Excel, Power BI, Tableau, or similar.
• Knowledge of workforce management software (e.g., NICE, Verint, Aspect) is a plus.
• Understanding of database management and SQL is desirable.
• Strong knowledge of capacity planning methodologies and KPIs.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong communication skills, both written and verbal.
• Exceptional organizational skills with the ability to handle multiple priorities.
• Ability to work independently and collaboratively in a team environment.

Competencies

• Familiarity with forecasting techniques and predictive modeling.
• Ability to develop reports and presentations for leadership and stakeholders.