Deskripsi Pekerjaan
Are you a data-driven professional with a passion for operational excellence? VXI Global Solutions is looking for a dynamic Workforce Capacity Planner to join our high-performing team in Quezon City. In this pivotal role, you will be the architect of our operational success, ensuring that we have the right people in the right place at the right time.
As a Workforce Capacity Planner, you will leverage your analytical expertise to forecast volume, manage scheduling constraints, and optimize resource allocation. You will work closely with operations leadership to drive service level achievements, improve efficiency, and enhance the overall customer experience. This is an exciting opportunity to influence business strategy through data-backed workforce management practices in a fast-paced BPO environment.
Tanggung Jawab
- Develop and maintain accurate long-term and short-term volume forecasts to support operational requirements.
- Analyze historical trends and real-time data to identify variances and adjust capacity plans accordingly.
- Partner with Operations Managers to provide actionable insights regarding staffing levels, shrinkage, and productivity.
- Manage and maintain scheduling systems to ensure optimal agent coverage across multiple shifts and queues.
- Identify process improvement opportunities to increase efficiency and reduce operational costs without sacrificing service quality.
- Prepare comprehensive reports and presentations for stakeholders regarding workforce performance and KPI attainment.
- Collaborate with the recruitment and training teams to ensure headcount requirements are met in a timely manner.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Business Administration, or a related field.
- Minimum of 2-3 years of experience in Workforce Management (WFM) within a BPO or contact center environment.
- Proficiency in WFM software (e.g., IEX, NICE, Verint) and advanced Microsoft Excel skills (VLOOKUP, Pivot Tables, Macros).
- Strong analytical and problem-solving skills with a high level of attention to detail.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and meet tight deadlines in a fast-paced environment.
- Proven track record of improving service levels and operational efficiency.