Workforce Planner

1 day ago

Taguig, National Capital Region, Philippines Outsourcey Global, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Job Title: Workforce Planner

Job Type: Full-Time

Work Setup: Onsite

Location: BGC, Taguig

Industry: Banking & Financial Services


About the Role:

We are looking for an experienced and detail-oriented Workforce Planner to support our operations team in the banking and finance sector. This role is key in ensuring optimal staffing through accurate forecasting, capacity planning, and schedule management, all while maintaining service level targets and operational efficiency.

As a Workforce Planner, you will collaborate with cross-functional teams to analyze trends, predict demand, and align workforce capacity with business goals.


Core Responsibilities:
  • Develop accurate forecasts and capacity plans based on historical data, volume trends, and business inputs.
  • Create and manage agent schedules to align staffing with expected contact volumes and service level targets.
  • Monitor real-time and historical performance to adjust forecasts and recommend scheduling adjustments.
  • Coordinate with Operations, HR, and WFM teams to account for shrinkage, leaves, and business changes.
  • Provide detailed reports on workforce performance, utilization, and variance analysis.
  • Assist in identifying staffing risks, gaps, and improvement opportunities.
  • Support new initiatives by providing workforce planning insights and headcount recommendations.
  • Maintain planning models and ensure alignment with regulatory and operational requirements specific to the banking and finance industry.

Profile Requirements:
  • Bachelor's degree in Business, Mathematics, Statistics, Finance, or related field.
  • Minimum 2 years of experience in workforce planning, preferably in the banking and finance or contact center industry.
  • Proficiency in workforce management tools (e.g., NICE, Verint, Genesys, or similar).
  • Strong analytical skills with the ability to interpret data and forecast accurately.
  • Advanced knowledge of Excel and reporting tools (Power BI, Tableau is a plus).
  • Excellent communication and stakeholder management skills.
  • High attention to detail and the ability to work under pressure.
  • Willingness to work onsite full-time in BGC, Taguig.

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