Workforce Planner | Anonas and Cavite

Workforce Planner

As a Workforce Planner you will be the leader who ensures staff optimization to meet demand. You will oversee schedule adherence, service levels, absenteeism and other key metrics, while forecasting voice and non‑voice volume, seat occupancy, average handle time, and other productivity indicators. Workforce Planning requires you to align with multiple programs, coordinate with training and talent acquisition, and collaborate with IT to customise information systems.

Responsibilities

• Ensure adequate resources to meet current and future demand.
• Monitor schedule adherence, service levels, absenteeism and other efficiency metrics.
• Prepare staffing forecasts for voice and non‑voice volume, seat occupancy and handle times.
• Publish over/under snapshots and create action plans to address staffing gaps or minimise overages.
• Maintain accurate roster information, including employee availability, preferences and ...