Planner

• Perform real-time analysis to ensure service levels are met
• Monitor call volume demand in real time and flex workforce accordingly
• Maximize call center utilization and service levels
• Monitor call volume and average speed of answer (ASA) and adjust schedules
• Design and manage staff scheduling systems for short-term future needs
• Develop shift requirements and paid time off (PTO) planning
• Distribute staff to meet projected call volumes
• Analyze historical call-arrival patterns, variance, and seasonality
• Use shift schedule templates to determine shifts
• Create shift schedules in the WFM system
• Develop priority rules governing shift assignments
• Establish scheduling resources and monitoring systems for schedule administration, communication, and performance tracking

WFM Planner, Forecaster

• Analyze historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts
• Develop staffing plans and schedules balancing service level targets, operational efficiency, and cost control
• Collaborate with Service Delivery and WFM teams to align staffing adjustments, scheduling updates, and performance results
• Assess the impact of new initiatives, seasonal changes, and other variables on demand and adjust forecasts and plans accordingly
• Partner with Talent Acquisition and Training to ensure appropriate staffing levels and skill alignment with business needs
• Prepare and distribute capacity performance reports with actionable recommendations for improvement
• Continuously refine forecasting and capacity planning processes to optimize resource utilization and sustain SLA performance
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Participate in training programs and continuous learning modules to improve knowledge of products, services, and processes
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Planner jobs in Philippines

WFM Planner, Forecaster

Workforce Capacity Planner