Staffing Operations Coordinator

4 days ago


Manila, National Capital Region, Philippines QUESS PHILIPPINES CORPORATION Full time

Job Overview

We are looking for a skilled Capacity Planner to join our team at Quess Philippines Corporation. As a key member of our workforce management department, you will be responsible for developing and implementing capacity plans that meet the operational needs of our business.

Responsibilities

  • Develop and implement capacity plans, working closely with the scheduler to ensure accurate scheduling and resource allocation.
  • Maintain accurate and up-to-date employee information within Genesys Cloud, NICE IEX, and Verint.
  • Communicate effectively with internal and external stakeholders, providing timely updates on capacity plans and other relevant information.
  • Collaborate with shared service groups to gather data and insights on future changes in the business environment, informing capacity planning decisions.
  • Balance staffing requirements with operational efficiency and financial goals, ensuring the optimal use of resources.
  • Predict mid-term to long-term staffing needs, recommending new hire classes as necessary.
  • Analyze volume, AHT, shrinkage, and occupancy assumptions to inform staff planning and discuss with clients.
  • Maintain accurate records and tools in line with WFM standards.

Requirements

  • At least 2+ years of experience in WFM in a BPO setting.
  • Proficiency in using WFM tools such as CMS Avaya, RTA Tool, eWFM, Blue Pumpkin / Impact 360, IEX, Genesys, etc.


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