planning Supervisor24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are looking for a Planning Supervisor who will direct, manage and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team's performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.
As Planning Supervisor, You Will...
Identify customer contact trends to ensure appropriate resources are utilized
Recommend procedural and operational guideline changes to improve communications and operational efficiency
Ensure employee information is accurately entered and maintained on an ongoing basis
Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
Evaluate forecasting and capacity models to give recommendations for long term staffing needs
Provide clear communication of the forecasted workload, changes, assumptions and inputs
Escalate discrepancies in data to management with recommendations for action
Advise on potential opportunities or hazards that affect the ability to meet strategic goals
Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly
Participate in daily and weekly meetings that require workforce involvement
Perform other duties as assigned
Requirements
As Planning Supervisor, You Have...
A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
Experience with Workforce Management systems is an asset
Knowledge of contact center operations, functions and business processes
Advanced knowledge of Microsoft Excel
Strong technical, analytical and problem-solving skills
Superior attention to detail with an eye for accuracy
Effectively interact with employees at all levels and people from diverse backgrounds
The ability to adapt to change in an innovative and fast-paced environment
Strong organizational skills and the ability to follow through on projects
Demonstrated interpersonal and communication skills
The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
The ability to plan and monitor for results
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time