workforce PlannerDBC Philippines

Company Description
Part of the Deep Blue Group of Companies, DBC Philippines is a fast-growing business delivering innovative, digital, and high volume solutions to the Australian retail property market. Working across multiple products and brands, with a focus on the sale and purchase of property connecting people, systems, and data across the pre-sale, conveyancing and building inspections process through to settlement, we're changing the face of the Australian retail property market.
Job Description
The Workforce Planner plays a key role in supporting the Sales and Service teams to deliver exceptional service to our customers. Accountable for day-to-day resourcing and scheduling of the Sales and Service team members, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels.
You will be responsible for:
1. Forecasting and Workload allocation
Produce accurate workload forecasts for several client-facing teams, for both voice and non-voice activities
Analyse data to identify trends and present back to key stakeholders
Provide feedback on employee performance and areas for improvement
Influence day to day resourcing decisions that ensure appropriate customer and commercial outcomes are delivered.
Provide a high level of advice and support on all workforce planning matters
2. Reporting & Insights
Monitor and report on performance of teams and individual staff against KPIs
Identify trends and provide actionable insights to stakeholders
Perform time and motion studies where required to report on handling time
Create integrated database tracking tools for staffing shrinkage patterns to optimise resourcing forecasts
3. Continuous improvement
Make intra-day adjustments to the work and productivity forecast and scheduled activities to maximize service level outcomes and ensure off activity occurs as planned.
Within the current year, identify potential impacts to service level or financial outcomes and make appropriate resource recommendations to the team managers
4· People
Building trust, and demonstrate empathy while providing feedback
Work collaboratively with stakeholders to provide insights and feedback
Stakeholder management to align and manage expectations
Qualifications
Minimum of 3 years of experience in Workforce Management, Scheduling and Planning
Experience in a broad range of business environments; including BPO setting
Solid working knowledge of Google Suite/Microsoft office suite in particular Excel/Sheets
Understanding of Sales system (Pipedrive), CRM and phone system (CXone).
The ability to be flexible and adaptable to change in a dynamic work environment
Ability to juggle multiple projects and working effectively to deadlines under pressure
Capability to manage projects and timelines
Ability to work autonomously as well as part of a team
Exceptional listening and analytical skills
Good interpersonal and communication skills - both written and verbal
WORKING LOCATION AND REQUIREMENTS
Our teams are currently working from home, however, this role will be based in our Makati head offices once circumstances allow. In order to be considered for this opportunity, you must be able to demonstrate your home working the environment is as follows:
conducive home office (free from noise and distraction)
main internet: wired internet of at least 5mbps
reliable back up internet: at least 3mbps speed
Additional Information
If our Workforce Planner role sounds like an opportunity you'd excel in, please apply now and take the next step in your career within a successful business that values you, your wellbeing, and success.
As an equal opportunity employer, TSSI embraces diversity in our teams through fair community representation of gender, age, culture, thought and work arrangement.
DBC Philippines

Makati City, Metro Manila
Permanent
Full-time