Capacity Planner (WFM Assistant Manager) | Pasay

Responsibilities:

• Lead a team of WFM Analyst

• Generate long-range and short-term forecast at interval, daily and weekly level.

• Create, Update, and Maintain Staffing Model & Resource Plans, publish weekly updates.

• Create accurate schedules to balance service goals and staff preference

Qualifications:

• 4 years in Workforce Management in a contact center environment

• 2 years in Scheduling and Forecasting.

• Strong sensef personal stake and urgency.

• Ability to foresee, dissect and fix problems using data-driven approach and common sense.

• Experience in creating compelling analysis, templates, reports.

• Hands on skills in Forecasting and Scheduling.

• Proficient in using Blue Pumpkin/Impact 360 or Aspect eWFM.

• Ability to work directly with onshore client team with minimum local supervision.

• Amenable to work in Mall of Asia Pasay City.

• Willing to work on night shift.