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Operations Workforce Planner

1 week ago

Manila, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time
Job Description:

The Operations Workforce Planner is responsible for maintaining hiring plans, developing rolling forecasts, generating schedules, and managing rosters on a weekly basis. The focus is to provide guidance on staffing levels needed by each program to achieve client metrics while balancing internal productivity goals.

Key Responsibilities:

  • Maintain historical data for trending, including call volume, AHT, Service Level, and shrinkage factors, down to the interval level.