Workforce Management Planner

The Workforce Management Planner will be responsible in providing operations support on schedules and forecasts to impact company profitability and meet the clients’ Service Level Agreements which are consistent to Convey’s Standard Operating Procedures.KEY DUTIES AND RESPONSIBILITIES: Critical Accountabilities

Ensures 100% accuracy and speed in delivery of requirementsRun volume and staffing forecast for single or multiple lines of business and clientsCreate weekly schedules that will ensure adequate coverage and achievement of service level commitmentsGathers information and provides analyticsAnalyzes trends to ensure on-the-spot forecasting, and scheduling/staffing of agents across multiple programsRuns forecasting and scheduling scenarios to present to operations for delivery guidance.Provides recommendation to staffing needs and schedulingEducates the business and leads staffing and forecasting calls with operations. Conducts over/under calls and reporting to discuss overages and shortages throughout the following week/sProcesses schedule changes and requests such as swaps, vacation leaves etc.Utilizes the WFM tool (Injixo) to the fullestEscalates technical and non-technical issues accordingly

Process Improvement

Provides continuous improvement of processes and systems.Conducts process improvement discussions along with the manager to advance WFM strategic proceduresEnsures standard processes are in place and tracks as well as implements modifications/changes across the department

EDUCATION AND EXPERIENCE:                 

College GraduateUnderstanding of and prior experience with: ACDs, CTI automation and skill routing requiredExperience in capacity planning, forecasting, and scheduling requiredStrong computer skills (e.g., Word, Excel, Access) is requiredSelf-motivated and can work with minimal supervision

Knowledge, Skills, and Abilities:              

Proven strong ability to analyze data, evaluate potential problems/opportunities and recommend sound solutions.Must be able to determine problems, resolve and recommend solutions.Must be able to develop sound solutions to problems identified and to make firm decisions based on thorough analysis, creative thought, understanding of options and anticipation of outcomes.Must be able to meet the challenges of the business environment; adopting new paradigms when necessary to respond to changes; anticipating, understanding, and defining change as it impacts everyone and the organization.Excellent interpersonal and networking skillsExcellent writing and verbal communication skills, dealing politely, tactfully and firmly with a wide range of people and personalitiesHigh attention to detail and excellent process quality standardsProven ability to work effectively in a constantly changing/dynamic team environment and when necessary, assume a leadership roleMust be able to demonstrate independent judgment within defined practices and procedures.CMS and WFM tool experience is a strong plusKnowledge of Inbound, Outbound and BackOffice Call Center Operations is preferredActuarial/Statistics/Math background is an advantage

Other Requirements:

Willing to work on night shift schedule or other shifts as required.Willing to report on-site and work in Pioneer, Mandaluyong.With valid NBICan start ASAP.-