Transparent BPO
Workforce Planner About our Company Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients. Job Overview As a Workforce Planner, you will be responsible for cultivating the production workforce to achieve key performance indicators (KPIs) for our clients. The role involves real-time monitoring, analysis, and resource allocation to ensure efficient call handling and optimize staff utilization. Responsibilities and Duties · Effectively forecast and plan the production workforce. · Utilize WFM tools and Staff Plans to manage short-term forecasting and staffing criteria. · Oversee metric achievements, particularly those influencing financial performance. · Provide proactive analysis and recommendations online of Business (LOB) trends. · Analyze data to establish consistent reporting processes, procedures, and KPIs. · Maintain accurate metrics and information needed for Forecast & Schedule runs in software systems. · Prepare and deliver both general and ad hoc reports for internal and external stakeholders. · Work closely with Leadership to ensure the implementation of staffing recommendations. · Coordinate and assist cross-functional work teams to deliver timely and high-quality solutions. · Collaborate with Operations, Training, and Recruiting to develop new hire schedules. · Collaborate with relevant business segments to anticipate events impacting customer contact cycles. · Required Knowledge and Skills · At least 1-3 years of experience in workforce scheduling; Planning and forecasting is an advancement · Proficiency with Workforce analytical tools · Strong analytical reasoning, structured process thinking, and the ability to multi-task and work independently · Excellent written and verbal communication skills and ability to effectively convey his thoughts to the Senior Leadership and the Executive Team. · Ability to work in a high-pressure, fast-paced environment Evaluation of Performance The Workforce Planner will be evaluated regularly to ensure that he is delivering capacity planning effectively Reporting Structure · Direct Manager: WFM Manager Education/Experience · Undergraduate degree or equivalent experience Compensation · Employment: Regular · Location: Work-from-home · Pay: Php40,000.00 - Php45,000.00 per month Application Question(s): How much is your expected salary? Experience: Forecast and plan WF production: 2 years (Required) WF analytical tool: 2 years (Required) Work Location: Remote
Transparent BPO
