Chief Workforce Strategist

13 hours ago

Manila, National Capital Region, Philippines beBeeForecasting Full time ₱45,000 - ₱65,000
Workforce Capacity Planning Role

The Workforce Planning team is responsible for maintaining comprehensive hiring plans, developing accurate rolling forecasts, generating schedules, and managing rosters on a weekly basis.

Key Responsibilities
  • Collect and analyze historical data for trending, including call volume, Average Handling Time (AHT), service level, and shrinkage factors to inform forecasting models.
  • Develop and implement standardized trending methods for each program, taking into account unique business requirements.
  • Predict baseline volumes, AHT, and shrinkage factors for a 13-month rolling period at a weekly level, ensuring alignment with organizational goals.
  • Collaborate with relevant areas to impact forecasting, including marketing, support teams, and operations, to ensure a cohesive approach.
  • Review the full 13-month forecast with operations at least once a month to ensure accuracy and feasibility.
Essential Qualifications
  • At least 1 year experience in forecasting and resource planning in a call center environment, with a proven track record of success.
  • Advanced knowledge in Microsoft Office, especially Excel, and relevant workforce management tools.
  • Ability to work flexible hours and a hybrid schedule, with a focus on delivering high-quality results under pressure.

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