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Labor Force Planner

1 week ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time
Seniority Level

This role requires a professional with significant experience in workforce management, operations, or scheduling in a customer service or call center environment.

Main Responsibilities
  1. Forecasting and Scheduling:
    • Develop and maintain forecasting models to optimize resource allocation.
    • Use historical data and trend analysis to accurately forecast future staffing needs and demand fluctuations.
    • Develop and manage employee schedules to ensure adequate coverage during peak hours.
  2. Performance Analysis:
    • Track KPIs like service levels, call abandonment rates, and agent productivity.
    • Provide regular performance reports and actionable insights to senior management.
    • Identify areas for improvement and recommend corrective actions.
  3. Team Leadership:
    • Lead a team of WFM analysts, planners, and schedulers to ensure efficient workforce operations.
    • Provide ongoing training, coaching, and performance evaluations to enhance the team's skill set.
    • Foster a positive team culture to drive performance and engagement.
  4. Tech Utilization:
    • Use WFM software, analytics tools, and systems to gather data, generate forecasts, and create schedules.
    • Stay up-to-date on the latest workforce management tools and technologies.
    • Collaborate with IT and other departments to optimize system performance and integrate data sources.
  5. Budget Management:
    • Analyze labor costs and staffing efficiency to ensure optimal resource allocation.
    • Propose adjustments to headcount or scheduling practices to balance cost-saving efforts with meeting service targets.
  6. Stakeholder Engagement:
    • Work closely with HR to manage staffing levels, hiring, and training.
    • Partner with senior leaders, operations managers, and other departments to align workforce strategies with organizational goals.
    • Engage with external vendors and contractors when necessary.