Resource Planning Expert

1 day ago

Batangas, Calabarzon, Philippines beBeeStrategist Full time ₱500,000 - ₱1,000,000
Resource Planning Analyst

This is a skilled role that requires vision and leadership in workforce management areas. The successful candidate will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to work effectively with cross-functional teams.

Main Responsibilities:
  • Maintain accurate forecasts, capacity plans, and schedule plans
  • Ensure timely and precise forecasting, capacity planning, and scheduling
  • Offer strategic recommendations to improve productivity while balancing service levels
  • Provide consultation on staffing and volumes utilizing staffing models
  • Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies
  • Recommend roles and responsibilities to meet client and internal measures and expectations
  • Coordinate with departments to identify hiring strategies and required tour groups
  • Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
  • Support an environment that encourages co-workers to exceed customers' expectations
  • Ensure up-to-date reference materials
  • Facilitate daily and weekly meetings among key stakeholders
Requirements:
  • At least 2 years previous Contact Center WFM experience
  • High proficiency with computers and software applications
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Exceptional verbal and written communication skills
  • The ability multi-task in a professional manner
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise

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