Resource Planning Office
6 days ago
Total Staff(s) Needed: 1
Type of Account/Industry: Other
Target Start Date: ASAP
Workplace: Onsite
Schedule: Flexible
Type of Employment: Full time (40 hours per week)
Perks of working at Telework PH:
Basic salary TBA (depending on experience) + 2K allowance (non-negotiable)
Bonus and Incentives depending on Performance* (TBA - client's discretion)
Government mandated benefits
OT Pay, Holiday Pay, 13th Month Pay, Night Differential Pay
Paid Leaves (VL and SL) every month which are convertible to cash, after 1 year of service if unused*
Life Accident Protection Plan under Sunlife with Tendopay*
HMO upon regularization*
Annual Salary Increase*
Responsibilities
Planning
Collect and analyze historical data (volume, service level, shrinkage) for forecasting.
Generate accurate long-range, short-range, and hiring/training forecasts.
Prepare capacity plans and calculate required FTEs.
Develop, update, and deliver staff schedules and rosters
Schedule agents and activities based on forecasted volume patterns.
Monitor and report on scheduling KPIs (e.g., efficiency, service levels).
Real-Time / Intraday Management
Monitor agent log-ins/outs, adherence, and task handling in real time.
Address non-adherence, logout issues, and escalate as needed.
Recommend skill changes to optimize staffing.
Attendance & Adherence
- Track attendance, absenteeism, and shift swaps accurately and on time.
Requirements
Experience: 2+ years in a contact center; at least 1 year each in resource planning and real-time management.
Technical: Strong statistical/numerical ability, proficient in MS Office (Word, Excel, Outlook) and Google tools.
Core Skills:
Strong communication, interpersonal, and influencing skills.
Detail-oriented, organized, able to prioritize under pressure.
Independent, self-motivated, problem solver, quick learner.
Flexible to adapt to changing demands and work outside regular hours if needed.
Strong teamwork mindset with cross-training capabilities.
Apply to this job.
If qualified or shortlisted, you will receive an assessment link from the recruitment team
Initial Interview.
Final interview with the client.
Job offer/Contract will be sent.
*Terms and conditions apply.
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