Wfm Capacity Planner

LI-Hybrid The Role: Workforce Management Capacity Planner This position aims to ensure that a business maintains the right number of employees with the necessary skills to meet the demands of its operations.
What will you do? ESSENTIAL FUNCTIONS: · Analyze historical data and trends to forecast future workload requirements accurately.
· Maintain staffing and forecasting files associated with volume and staffing monitoring.
· Develop, run, and maintain regular reports requested by management to keep records of phone activity for various periods. These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).
· Work closely with the operations team to analyze and help improve their delivery processes.
· Own task of maintaining, scheduling, and testing incoming projects ( skillsets, phone lines, scripting, patching). Providing updates to each business leader on the process and outcomes.
· Assist with projects and other duties as requested or assigned.
Qualifications EDUCATION & EXPERIENCE REQUIRED Education: Bachelor's Degree Experience: Minimum of 5 years experience in WFM functions in a multi-department/site contact center environment. Skills: Experience in Forecasting and Capacity Analysis is an asset. Experience with Cloud Genesys, IEX, CMS, Avaya, Symposium, Blue Pumpkin is an asset. Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email VBA macros an asset Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential Ability to create reports in Excel and forecast results. Attention to detail and high level of accuracy Ability to multi-task, focus, and complete reports for extended periods Able to work in a multicultural environment with regional responsibilities. Excellent verbal and written communication skills. Willing to work in Cavite on a rotating schedule. Schedule: Full-time
Req: 008TS6#J-18808-Ljbffr