Resource Planning Professional

2 days ago

Bacoor, Calabarzon, Philippines beBeeExpertise Full time ₱4,474,425 - ₱8,792,750
Workforce Management Expertise

We are seeking a seasoned WFM Resource Planning Analyst to join our team.

The ideal candidate will provide vision and leadership in workforce management areas such as forecasting, scheduling, and analysis. This role is responsible for supporting processes to maximize workflow while minimizing client dissatisfaction.

This position requires strategic thinking and problem-solving skills to optimize productivity while maintaining service levels. The WFM Resource Planning Analyst will work closely with Operations/Account Management to develop staffing and volume strategies using staffing models.

Maintaining accurate forecasts, capacity plans, and schedule plans is crucial to this role. Additionally, the ability to provide consultation on shift types, vacations, and other schedule exceptions strategies that balance employee needs and client requirements is essential.

The selected candidate will also be responsible for recommending roles and responsibilities to provide the best opportunity for meeting client and internal measures and expectations. Coordinating with other departments to identify hiring strategies and required tour groups for new programs and attrition replacements is also a key responsibility.

This role requires excellent communication and interpersonal skills to facilitate daily and weekly meetings among key stakeholders. The WFM Resource Planning Analyst will lead conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios.

A bachelor's degree in a related field and 2+ years of previous Contact Center WFM experience are required for this position. High proficiency with computers, word processing, spreadsheets, and database systems is necessary. Experience with WFM Tools is also preferred.

This role offers a challenging and dynamic environment where you can apply your expertise to drive business growth and success. We offer a competitive compensation package and opportunities for professional development and advancement.

About us: We are a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs.

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