Resource Planning and Scheduling Specialist

3 days ago

Cebu City, Central Visayas, Philippines beBeeWorkforce Full time ₱4,200,000 - ₱5,200,000
Resource Planning and Scheduling Expert

The Resource Planning Analyst plays a pivotal role in optimizing workforce management processes, focusing on forecasting, scheduling, and analysis. This professional will develop and implement strategies to maximize workflow efficiency while minimizing client dissatisfaction.

This position demands greater accountability and excellence from its holder...

We seek exceptional professionals who are eager to grow and contribute to our organization's success.

Main Responsibilities:
  • Maintain accurate forecasts, capacity plans, and schedule plans to ensure seamless operations.
  • Generate timely and precise forecasts, capacity plans, and schedules to meet business requirements.
  • Offer strategic recommendations to enhance productivity while maintaining service levels.
  • Collaborate with Operations/Account Management to provide staffing and volume insights using staffing models.
  • Develop processes for shift types, vacations, and other schedule exceptions to balance employee needs and client requirements.
  • Recommend roles and responsibilities with Operations to achieve optimal results.
  • Coordinate with departments (HR, SBU, Operations) to identify hiring strategies and required tour groups.
  • Implement new programs from a Forecast, Capacity Planning, and Scheduling perspective.
  • Sustain an environment that fosters co-worker growth and customer satisfaction.
  • Ensure up-to-date reference materials.
  • Facilitate daily and weekly meetings among key stakeholders.
  • Lead conference calls with AEs and RODs to communicate and recommend staffing changes.
We Are Looking For:
  • 2+ years of experience in Contact Center Workforce Management.
  • High proficiency in computer systems, including word processing, spreadsheets, and databases.
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of the inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • Ability to multitask professionally and courteously.
  • Superb listening, probing, negotiation, and de-escalation skills.
  • Must have analytical and troubleshooting expertise.
  • Capacity to provide on-call support and work flexible schedules.
  • Ability to work various shifts, including holidays, in a 24x7 operating environment.
About Us:

We are a leading provider of customer experience solutions to Fortune 100 and 500 companies. Our mission is to design, build, and deliver digitally influenced customer journeys that drive satisfaction and loyalty. We pride ourselves on our high-performing culture and commitment to excellence.

We are an equal opportunity employer and welcome applicants from diverse backgrounds.

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