Capacity/Resource Planner for Davao

4 days ago


Davao City, Davao, Philippines Sutherland Full time

Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce/Resource Planner. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Resource Planner in this role get to:
  1. Support the Team: Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals. Assists in providing staffing requirements for all new and existing businesses. Prepares short-term and long-term staffing projections using optimal staffing plans.
  2. Uphold Performance Metrics: Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements.
  3. Take the Lead: Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live.
  4. Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals.
  5. Set the Path to Success: Setting the KRA targets for the team.
Qualifications
  • Two+ years of workforce management experience in a contact center environment.
  • English proficiency.
  • Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
  • Ability to be customer-oriented in managing communications and issues.
  • Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.
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