Workforce Resource Planning Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Capacity Planning Manager to ensure that service levels are met across accounts through accurate forecasting of Call Center Operations personnel. You will forecast FTE requirements weekly and monthly, analyze call volume projections and metrics, and verify seating capacity to support shifts.

You will coordinate with HR and training teams to hire, onboard, and deploy agents on time, and you will validate capacity against demand while reporting findings to account

Qualifications

• 3+ years experience in a forecasting role at an assistant/managerial level.
• Experience in call center forecasting and capacity planning.
• Knowledge of workforce management processes, metrics and analysis.
• Proficiency with MS Office and call center software such as Baleen / BluePumpkin / CentreVu.

Responsibilities

• Forecasts FTE requirements per week / month.
• Analyzes call volume projections, service metrics targets vs current performance trends (AHT, absenteeism, attrition, occupancy, service level).
• Ensures sufficient FTEs by hiring, training and deploying agents on time.
• Projects seating requirements per program based on manpower and business needs.
• Validates seating projections using the capacity template and current manpower deployment.
• Ensures that operations personnel have available seats during shifts.
• Coordinates with internal departments on workforce findings (hiring needs, trainee start/live dates, system downtimes, expansion seats).
• Responds to RFPs and headcount validation requests from Marketing.

Skills

Forecasting

Workforce management

Call center operations

Client knowledge

MS Office

Tools

Baleen

BluePumpkin

CentreVu

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.

• Forecasts FTE requirements per week / month.
• 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