Workforce Specialist/Planner/Scheduler

10 hours ago

Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

WORK PLANNER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A WORK PLANNER ?

Our awesome client a company based in Australia is looking for a WORK PLANNER to be part of their team.

Role Description and Responsibilities

SUMMARY:
Reporting to the Customer Service Global Operations Manager, you will be responsible for managing forecasting, scheduling, and real-time resource allocation for our 24/7 customer service operation. This role is critical in ensuring optimal staffing levels across Australia, Canada, the UK, and the US while maintaining high service levels and operational efficiency.

As part of the Customer Service Global Operations team, you will leverage advanced workforce management tools, including Zendesk, Salesforce Service Cloud, and WFM software, to drive data-backed decisions. You'll work closely with Operations, Team Leaders, and Senior Leadership to align workforce strategies with business goals.

Key Responsibilities
Workforce Forecasting & Planning

• Develop and maintain accurate short-term, medium-term, and long-term workforce forecasts based on historical data, business trends, and operational needs.

• Analyse call, chat, and email volumes to determine staffing requirements across all time zones.

• Identify and mitigate risks related to staffing shortages, peak periods, and unexpected demand fluctuations.

• Work with HR and recruitment teams to project hiring needs and ensure proper workforce scaling.

Required Skills and Qualifications

Essential:

• 2 years of experience in Workforce Planning within a contact centre environment.

• Strong expertise in Tiliow, Salesforce Service Cloud, and Workforce Management (WFM) software.

• Advanced knowledge of forecasting models, scheduling best practices, and real-time workforce management.

• Experience working in a 24/7 global contact centre.

• Strong analytical skills with the ability to interpret and action complex data sets.

• Proficiency in Excel, Google Sheets, and reporting tools.

• Excellent problem-solving skills with a proactive, solution-oriented mindset.

• Strong stakeholder management and communication skills.

Desirable:

• Experience in multi-region/global workforce planning.

• Familiarity with AI-driven WFM solutions and automation tools.

• Previous experience working with BPO and in-house contact centre models.

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