Workforce Support and Capacity Planners

4 weeks ago

Pasig, Philippines Support Services Group Full time

JOB DESCRIPTION:

Forecast contact center demand using historical trends and statistical analysis.

Create staffing plans, balancing capacity and service-level objectives.

Maintain agent schedules, manage leave, overtime, and real-time operations.

Monitor key metrics (AHT, SL, occupancy) and adjust resources as needed.

Produce performance dashboards and recommend optimizations.

Collaborate with Ops, HR, Training, and stakeholders to align workforce strategies.

Champion process improvements and drive workforce efficiency.

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