Workforce Resource Planning Manager

Confidential Careers; Taguig; On-site; PHP 1,300,000 - 1,900,000; Full time

Job summary

Confidential Careers is seeking a Capacity Planning Manager in Metro Manila to ensure service levels across accounts through accurate forecasting of call center personnel. You will analyze call volumes, AHT, absenteeism, attrition, occupancy, and service level trends to determine headcount needs.

You will plan seating and deployment, use capacity templates, and coordinate with internal teams to address hiring needs, trainee start dates, system issues, and expansion seating.

Qualifications

• 3+ years experience in a forecasting role in an Asst. Managerial / Managerial capacity
• Experience in call center capacity planning and staffing projections
• Experience with seating projections and scheduling analysis

Responsibilities

• Analyze call volume projections and service level targets vs performance trends (AHT, absenteeism, attrition, occupancy)
• Ensure sufficient FTEs by hiring, training and deploying agents on time
• Project seating requirements per program based on manpower and business needs
• Utilize a capacity template and validate seating projections using current schedules
• Ensure Operations personnel have available seats during shifts
• Coordinate with internal departments on workforce findings needing immediate addressing (hiring, trainee start dates, system downtime)
• Respond to RFPs and headcount validation requests from Marketing

Skills

Forecasting

Workforce management

Scheduling

Service level analysis

MS Office

Tools

Baleen

BluePumpkin

CentreVu

Excel

MS Word

Job description

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