Workforce Planner

3 days ago

Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

Summary of This Role

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

What Part Will You Play?

Forecasting

  • Develop and deliver accurate annual, monthly and weekly forecasts for contact volume and average handle time (AHT) across all channels (inbound calls, outbound calls, chat and offline work / back office tasks.)
  • Analyze historical data, business drivers, marketing plans, and seasonal trends to create robust and reliable models.
  • Identify and analyze trends, anomalies, and variances in forecast versus actual results, and adjust future forecasts accordingly.
  • Present forecast performance and insights to management and stakeholders on a regular basis.

Capacity Planning

  • Conduct long-term (annual) and mid-term (quarterly) capacity planning to determine the required headcount needed to meet service level agreements (SLAs) and productivity targets.
  • Model various "what-if" scenarios related to attrition, hiring ramp-up, efficiency improvements, and new business initiatives to assess their impact on staffing needs.
  • Partner with Finance and Human Resources to translate capacity plans into recruiting and training requirements.
  • Maintain and update the capacity plan model to reflect changes in business strategy, technology, and operational processes.

Collaboration and Analysis

  • Work closely with the Scheduling team to translate long-term capacity plans into short-term staffing needs and to ensure alignment between staffing plans and actual schedules.
  • Collaborate with the Technology, Data, and Business Analytics team to refine data sources, improve forecasting models, and gain deeper insights into customer behavior and operational performance.
  • Provide data-driven recommendations to management regarding staffing strategies, process improvements, and technological investments.
  • Participate in business planning meetings to ensure workforce needs are accurately captured for new campaigns or projects.

What Are We Looking For in This Role?

Minimum Qualifications

  • 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.
  • Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).
  • Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
  • Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.
  • Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
  • Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
  • Open to work in the morning, mid and graveyard shifting schedules.

Preferred Qualifications

  • Bachelor's degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.

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