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Workforce Planning Expert

2 weeks ago

Olongapo City, Central Luzon, Philippines Buwelo an Exact Star Company Full time

We are seeking a seasoned Workforce Planning Expert to join our team at Buwelo, an Exact Star Company.

Job Description

As a Workforce Planning Expert, you will play a crucial role in analyzing the impact of volume, Average Handle Time (AHT), and shrinkage on staffing requirements. Your primary objective will be to maintain operational forecast variance to plan and advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner.

Key Responsibilities:
  • Analyze staffing plans to ensure that delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers.
  • Assist the WFM lead with forecasting and capacity planning process through monthly discussions and graphical analysis of volumes, AHT, and volume drivers.
  • Establish a professional and collaborative working relationship with clients.
  • Maintain flexibility regarding requests and actions assigned to meet the needs of clients.
Requirements
  • At least 2-3 years of experience in a Workforce Management (WFM) role directly working on Real-Time, Scheduling, Forecasting, and Reporting.
  • Enjoy working in a fast-paced, real-time environment, managing multiple challenges each day.
  • Proficient with Excel (can perform complex functions) and PowerPoint presentation.
  • Ability to combine information from multiple data sources and take meaningful action as a result.
  • Excellent communication skills to explain data to all levels of the business.