Capacity Planner

2 months ago

MOA Pasay, Philippines RSD Human Resources Management Consultancy Full time
Responsibilities

Essential Duties & Responsibilities

Lead a team of WFM Analyst
Generate long-range and short-term forecast at interval, daily and weekly level.
Create, Update, and Maintain Staffing Model & Resource Plans, publish weekly updates.
Create accurate schedules to balance service goals and staff preferences.
Qualifications

Qualifications:

4 years in Workforce Management in a contact center environment
2 years in Scheduling and Forecasting.
Strong sense of personal stake and urgency.
Ability to foresee, dissect and fix problems using data-driven approach and common sense.
Experience in creating compelling analysis, templates, reports.
Hands on skills in Forecasting and Scheduling.
Proficient in using Blue Pumpkin/Impact 360 or Aspect eWFM.
Ability to work directly with onshore client team with minimum local supervision.
Amenable to work in Mall of Asia Pasay City.
Willing to work on night shift.

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