Global Workforce Planning Coordinator, Cebu City in Cebu City, Central Visayas
Job Responsibilities:
Ensure the development and deployment of appropriate reporting on planning in order to handle critical resource planning data
Develop and communicate explanation for capacity variance to better manage resource availability
Continuously review data to provide insight and to develop Workforce Planning strategies to optimize performance
Develop Capacity Planning resource models for effective planning of hiring and training timelines, with the aim to optimize service delivery performance.
Provide critical input in regards to the annual planning process, while providing recommendations for viable and innovative headcount plans
Continue research to benchmark service delivery goals and initiate recommendations for any changes or improvements
Effectively develop long to short term seat planning utilization for various programs.
Create effective data management methods for WF Planning.
Reviews the agent monthly scorecard and performance bonus of the agents. Identify its effect on capacity and Headcount.
Lead and validates the efficiency of actual against planned: reviews the weekly client’s scorecard and provide recommendations to the operations managers to check if it coincides with the goals of the client.Supervises the generation of long-term and short-term Capacity Planning and Headcount Forecast.
Lead the regular communication with the management in terms of capacity. Calibrate previous, current and future capacity.
Lead in the identification of risks in the seat forecasts and its capacity to be able to articulate these to the management and other officers.
Drive capacity planning solutions for improving metrics, and make recommendations to improve productivity.
Handle forecast on seat capacity; manages short and long-range seat forecasts to ensure operational seats at each location. Communicates necessary adjustments of workforce requirements based on changing forecast volume when necessary.
Manage and standardize capacity planning processes.
Oversees the approval and denial of capacity related activities such as ramp and movements.
Drive solutions to management – work closely with client and operations partners.
Coordinates all activities and initiatives related to effective implementation and usage of capacity planning materials.
Perform other duties & assignments as directed
Coordinate Workforce Planning strategic needs of the business
Lead and advice on potential opportunities or hazards that affect the business' ability to meet strategic goals.
Solicit feedbacks that influence the operations of workforce management.
Provide leadership, direction and training to employees in order to effectively meet service objectives and produce accurate and timely report.
Checks and validates bi-weekly capacity reports detailing seat capacity.
Checks the total active agents
Checks center’s seat capacity
Checks the shrinkage: absenteeism, leaves, and requests days-off.
Check and balance the facility utilization to Account Directors and Global Workforce and Reports Manager.
Job Requirements:
Graduate of any Business or Technical Discipline courses
Minimum of 5 years work experience in Workforce Management.
Has an expertise in resource planning, and implementation of processes.
With senior or Managerial Level experience
Knowledge in Queuing theory, Erlang theory (for forecasting and scheduling).
In depth knowledge of Account Information
Current seat capacity and the upcoming infrastructure developments
Advance information of company’s future plans and clients’
Excellent communication skills
Willing to work on shifting schedules
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How to Apply
1. Walk in applications are processed faster! Visit our Recruitment Office today!
Ground Floor, Skyrise 3, Cebu I.T. Park, Lahug, Cebu City | 9am – 6pm
2. SMS: send to 0917-634-0466
3. Facebook : Qualfon Philippines
4. E-mail : qualfonceb@gmail.com
5. Career Site : careers.qualfon.com
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