Staffing Planning Expert

5 days ago


Davao City, Davao, Philippines Sutherland Full time

Sutherland is committed to delivering exceptional service to our customers, and we need a talented Workforce/Resource Planner to help us achieve this goal.

About the Role

We are seeking a highly skilled and experienced professional to join our team as a Workforce/Resource Planner. In this role, you will be responsible for developing and implementing optimal staffing plans to meet our contractual obligations.

Key Responsibilities
  1. Develop Staffing Strategies: Create and implement optimal staffing plans using forecasts and other staffing assumptions to achieve contractual goals.
  2. Publish Weekly Reports: Publish finalized staffing plans every week after discussions with stakeholders and considering business dynamics and customer requirements.
  3. Manage Manpower Requisitions: Manage manpower requisitions that come out of weekly staff plans and track their status to ensure timely hiring, training, and go live.
  4. Forecast Volumes: Forecast volumes, AHT, and Shrinkage based on historical data, taking into account seasonality and trends. Compute optimal staffing using forecasts and other staffing assumptions to support contractual goals.
  5. Establish KRA Targets: Establish Key Result Area targets for the team.
Requirements
  • Two+ years of workforce management experience in a contact center environment.
  • English proficiency.
  • Strong verbal and written communication skills; able to communicate clearly, constructively, and professionally.
  • Ability to be customer-oriented in managing communications and issues.
  • Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
  • Ability to develop trust and professional rapport with employees and team members; work as a team player.


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