Workforce Resource Planning Manager

Confidential Career Solutions, LLC; Philippines; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Confidential Career Solutions, LLC is seeking a Capacity Planning Manager to ensure service levels across all accounts through precise forecasting of Call Center Operations staffing. You will analyze call volumes, metrics and trends to right-size headcount and seating, and coordinate with internal teams on hiring, training and deployments.

The role requires 3+ years in forecasting at a managerial level, with strong knowledge of workforce management, call center operations, and MS Office plus

Formación

• 3+ years experience in a forecasting role in an assistant/managerial capacity.
• Working knowledge of workforce management processes, concepts and principles (staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications and call center software; strong forecasting background.

Responsabilidades

• Ensure service level targets are met across all accounts through forecasting and capacity planning.
• Analyze call volume projections and performance trends (AHT, absenteeism, attrition, occupancy, service level).
• Ensure sufficient FTEs by hiring, training, and deploying agents on time.
• Project seating requirements per program based on current and future needs.
• Utilize capacity templates and validate seating with current deployment and schedules.
• Ensure operations personnel have seats during shifts and coordinate with internal departments on workforce needs.
• Respond to RFPs and provide headcount validation for Marketing.

Conocimientos

Forecasting

Workforce planning

Call center operations

Metrics monitoring

Stakeholder coordination

Herramientas

MS Word

MS Excel

Baleen

BluePumpkin

CentreVu

Descripción del empleo

The Capacity Planning Manager ensures that service level targets are met across all accounts through proper forecasting of Call Center Operations personnel of the company.

• Analyzes call volume projections, service metrics targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and service level performance.
• Ensures that there are enough FTEs to address projected locked call volumes by being able to hire, train and deploy agents on time.
• Projects seating requirements per program based on current manpower and upcoming / existing business needs.
• Utilizes a designed capacity template and validates seating projections using current maximum manpower deployment based on schedules.
• Ensures that Operations personnel have available seats during their shifts.
• Coordinates with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion).
• Responds to RFPs and requests for headcount validation needed by the Marketing team.

Years of relevant experience

+3 years experience in a Forecasting role in an Asst. Managerial / Managerial capacity

Technical/Niche skillset required

• Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu). Strong Forecasting background