Workforce Planner

Job title: Workforce Planner (Forecast Analyst)

Work set up: Onsite (IT Park, Cebu)

Work schedule: PH night shift

Job Summary:

The Workforce Management Planner serves as a Subject Matter Expert in forecasting and general resource planning. This role is essential for facilitating capacity planning calls and ensuring that staffing and resource management align with operational needs. The Planner is responsible for delivering accurate forecasts for interactions, processing times, shrinkage, attrition, and other key metrics, utilizing standard forecasting tools and analysis.

Key Responsibilities:

Forecasting and Resource Planning

Deliver forecasts for the number of interactions, processing times, shrinkage, attrition, and other required metrics to support the capacity management process.

Capacity Planning Facilitation

Facilitate capacity planning calls to discuss resource needs and align strategies across teams.

Collaboration

Accommodate and perform requests and assignments as directed by the client, ensuring alignment with organizational goals.

Account Management

Oversee capacity, staffing, and resource management for one or more accounts, ensuring optimal resource allocation.

Guidance for Scheduling

Provide guidelines and direction to the WFM Scheduler in creating schedules, ensuring they meet operational requirements.

Review Scheduling Outputs

Review the output of the scheduling process before it is transferred to client WFM groups, ensuring accuracy and effectiveness.

Ad Hoc Requests

Accommodate and perform requests and assignments as directed by the client.

The Workforce Management Planner acts as a Subject Matter Expert in forecasting and general resource planning, playing a crucial role in facilitating capacity planning calls and ensuring that staffing and resource management align with operational needs. This position is responsible for delivering accurate forecasts related to interactions, processing times, shrinkage, attrition, and other key metrics, utilizing standard forecasting tools and analysis. Key responsibilities include generating forecasts to support the capacity management process, facilitating capacity planning discussions to align resource strategies across teams, and accommodating requests from the client to ensure alignment with organizational goals. The Planner also oversees capacity, staffing, and resource management for one or more accounts to ensure optimal resource allocation. Additionally, they provide guidance to the WFM Scheduler in creating effective schedules, review the outputs of the scheduling process for accuracy before transferring them to client's WFM groups, and accommodate ad hoc requests as directed by the client.