Employee Resource Coordinator

6 days ago


Pasig, National Capital Region, Philippines Humanly (humanly) Full time

About Humanly:

Humanly is a global company with a presence in multiple locations across several countries. Our company culture emphasizes the importance of people's well-being, providing competitive industry salaries and comprehensive benefits packages to our employees.

We are committed to creating an inclusive environment and making a positive impact on the community. Our people-first approach enables us to achieve growth and expand our workforce, currently consisting of approximately 45,000 employees worldwide.

Key Responsibilities:

  1. Forecast staffing needs and prepare for voice and non-voice volume, seat occupancy, average handle time, and other factors that measure productivity and campaign performance
  2. Resolve concerns related to schedule adherence, service levels, absenteeism, and other applicable service and efficiency metrics
  3. Create action plans to address staffing gaps or minimize overages and publish over/under snapshots
  4. Ensure the accuracy and adequacy of the seating plan to meet operational needs

Qualifications:

  • BPO Operations background
  • At least 2 years of experience in Workforce Planning - preferably with expertise in Forecasting, Planning and Scheduling, and Real Time Management
  • High attention to detail, good analytical skills, and strong numerical literacy
  • Thorough understanding of WFM efficiency metrics
  • Ability to communicate effectively with all levels of management (written and verbal)


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