Expert Workforce Planner

7 days ago

Tanauan, Calabarzon, Philippines beBeeResource Full time ₱800,000 - ₱1,200,000
Job Title: Resource Planning Analyst

The WFM Resource Planning Analyst provides strategic guidance to the Results organization in workforce management areas such as forecasting, scheduling, and analysis. This role supports processes to maximize workflow while minimizing client and customer dissatisfaction.

We expect greater from ourselves. Come find your potential at a leading customer experience partner.

In this role you will:
  • Maintain accurate forecasts, capacity plans, and schedule plans
  • Ensure timely and precise generation of forecasts, capacity plans, and schedules
  • Offer strategic recommendations to improve productivity while balancing service levels
  • Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
  • Work with Operations to develop strategies for shift types, vacations, and other schedule exceptions that maintain the employee needs/Client requirements balance
  • Recommend roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
  • Coordinate with other departments to identify hiring strategies and required tour groups for new programs and attrition replacements
  • Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
  • Support an environment that encourages coworkers to exceed customers' expectations
  • Ensure all reference materials are up-to-date
  • Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
  • Lead weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
  • Partner closely with Local Real Time Support resources
Key Requirements:
  • 2+ years previous Contact Center WFM experience
  • High proficiency with computers and use of word processing, spreadsheets, and database systems
  • Experience in WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Exceptional verbal and written communication skills
  • Ability to multi-task in a professional & courteous manner
  • Superb listening, probing, negotiation, and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Ability to provide on-call support, and work a flexible schedule
  • Must be able to work various shifts, including holidays in a 24x7 operating environment
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. Our strength lies in exceptional individuals working together in a high-performing culture to deliver next-generation customer experiences on behalf of our clients.

We are an equal opportunity and affirmative action employer and consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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