Workforce Planner | Anonas & Cavite
Core
Optimizing staff resources to meet demand, managing scheduling, and ensuring service level adherence for BPO operations.
Role type
Workforce Planner (BPO Operations)
Builds
Staffing forecasts, scheduling rosters, and capacity plans for client campaigns.
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Forecasting, Planning, Scheduling, Real Time Management, WFM efficiency metrics, numerical literacy, data analysis, MS Excel, MS Word, MS PowerPoint, database management
Preferred skills
Google Suites, trend projection, problem-solving
Responsibilities
Prepare staffing forecasts for voice and non-voice volume, maintain accurate staff rosters with availability and skills, publish over/under snapshots and create action plans, monitor service levels and absenteeism, coordinate with operations and training to manage staffing needs, ensure billing accuracy and seating plan adequacy.
Seniority
Mid-level, hands-on IC