Location:
Pasig
Job Overview:
The Resource Capacity Planner is a workforce management role that is mainly responsible is to analyze, recommend and articulate staffing recommendations to operations heads through the evaluation of key drivers, such as AHT, attrition, shrinkage, occupancy and hiring trends. They are also required for providing expertise and support for new initiatives that requires changes to staffing plans, create scenarios to determine cost/benefits of these initiatives, as well as managing physical space capacity across all centers.
Qualifications:
Experience:
- At least 3-5 years of experience in workforce management, capacity planning, resource planning, or a similar role.
- Proven experience in analyzing large datasets and forecasting staffing or resource needs.
- Familiarity with project management tools and techniques.
Technical Skills:
- Proficiency in data analytics tools such as Microsoft Excel, Power BI, Tableau, or similar.
- Knowledge of workforce management software (e.g., NICE, Verint, Aspect) is a plus.
- Understanding of database management and SQL is desirable.
- Strong knowledge of capacity planning methodologies and KPIs.
Soft Skills:
- Excellent analytical and problem-solving skills.
- Strong communication skills, both written and verbal.
- Exceptional organizational skills with the ability to handle multiple priorities.
- Ability to work independently and collaboratively in a team environment.
Competencies:
- Familiarity with forecasting techniques and predictive modeling.
- Knowledge of business process improvement methodologies such as Lean or Six Sigma.
- Ability to develop reports and presentations for leadership and stakeholders.
Certifications (Preferred):
- Certification in Workforce Management, Data Analytics, or a related discipline.
- PMP (Project Management Professional) or similar project management certification.