Workforce Capacity Planner l Onsite l Taguig

2 days ago

Taguig, National Capital Region, Philippines Cognizant Full time $104,000 - $130,878 per year

Qualifications:

  • Preferably 8 years' experience in the Business Process Outsourcing industry
  • Minimum 6 years' experience in the field of Workforce Management
  • Minimum 3 years in a WFM Capacity Planner role
  • Minimum 6 years' experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, ASPECT eWFM)
  • Diploma/bachelor's degree preferably in the field of Economics, Applied Mathematics, Statistics, Engineering, and Business/Finance related field
  • Proficient with MS Office Suites and Google Office Applications
  • Proficient with Workforce Management Processes, Process Implementation, and WFM Audit
  • Proficiency in Excel, Sheets, or BI tools (e.g., Power BI, Tableau) to generate and interpret reports.
  • Clear communicator who can present complex data to non-technical stakeholders
  • Ability to analyse historical data and predict future hiring or staffing needs
  • Amenable to work in Science Hub Tower 2 Mckinley Hills, Taguig
  • Can Start ASAP

Job Summary:

The Workforce Management (WFM) Capacity Planner is responsible for the creation and execution of short-term and long-term capacity plans and transaction volume forecasts to ensure optimal staffing and resource requirement allocation. The role involves building and analysing historical trends, identifying seasonal factors which can and may affect the forecast and the capacity plan, identifying and applying the correct forecasting methodologies, building staff capacity plans, and related analytics to meet service-level agreements (SLAs), hiring targets, and business goals. The position is data-driven, process-oriented, and experienced in optimizing operations in a fast-paced environment.

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