WFM Capacity Planner

1 day ago

Davao City, Davao, Philippines Office Partners 360 Full time $60,000 - $80,000 per year

The Workforce Planner is responsible for ensuring an organization has the right number of employees with the necessary skills to meet current and future business demands. This role focuses on optimizing workforce utilization, minimizing costs, and improving overall business performance.

Primary Responsibilities

  • Demand Forecasting: Analyze historical data (headcount, attrition, hiring trends) to forecast future workforce needs. Consider factors such as business growth, new product launches, market changes, and technological advancements. Develop and maintain accurate workforce demand forecasts for various time horizons.
  • Capacity Analysis: Assess current workforce capacity, including skills, experience, and availability. Identify potential skills gaps and areas of overstaffing. Analyze the impact of workforce fluctuations (e.g., attrition, leaves of absence) on operational performance.
  • Workforce Planning Strategies: Develop and implement strategies to address workforce gaps, such as recruitment, training, and upskilling programs. Explore alternative staffing solutions, such as contingent workers, outsourcing, and flexible work arrangements. Develop and maintain workforce plans that align with business objectives and financial goals.
  • Resource Allocation: Optimize resource allocation across departments and teams. Ensure the right people are in the right roles with the necessary skills and experience. Monitor and adjust workforce plans as needed to respond to changing business conditions.
  • Data Analysis and Reporting: Collect, analyze, and interpret data from various sources (e.g., HR systems, performance management systems, workforce management tools). Generate reports and dashboards to track key workforce metrics (e.g., headcount, turnover, productivity). Present findings and recommendations to senior management.
  • Process Improvement: Continuously evaluate and improve workforce planning processes. Identify and implement best practices in workforce management. Develop and maintain a strong understanding of labor laws and regulations.

Required Skills:

  • Strong analytical and problem-solving skills: Ability to analyze data, identify trends, and develop effective solutions.
  • Forecasting and planning skills: Proficiency in forecasting techniques, including statistical modeling and time series analysis.
  • Data analysis and interpretation skills: Ability to collect, analyze, and interpret data from various sources.
  • Project management skills: Ability to manage multiple projects simultaneously and meet deadlines.
  • Communication and presentation skills: Ability to effectively communicate complex information to both technical and non-technical audiences.
  • Proficiency in Microsoft Excel and other data analysis tools: Experience with workforce management software (e.g., Workday, SuccessFactors, NICE) is a plus

Education and Experience:

  • Bachelor's degree: Human Resources, Business Administration, Economics, or a related field.
  • 3 years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
  • 3 years of experience with long range planning, financial modeling and complex data analysis of all contact center/back-office service area metrics
  • 3 years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators and report building
  • Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)
  • Proven solid analytical and critical thinking skills to identify trends and influence business decisions
  • Proven excellent oral and written communication skills

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