workforce PlannerProbe

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
RESPONSIBILITIES:
In this role, the Planner will need to work closely with other roles within the WFO and Operational teams in order to effectively deliver on required outcomes and targets.
Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments
Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments
Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends
Modify and update historical call/workload volume data to ensure accuracy of future forecasts
Develop contact center key driver metrics and target processing times as throughput into the overall long-term planning model
Conduct "what if" capacity plan scenario analyses to determine potential solutions to improve performance
Display initiative in research beyond the specific assignment
Lead consultations with internal departments with interpretation of results based on the models
Produce complex analytic solutions
Maintain accurate configuration of Workforce Management systems
Communicate complex analysis and capacity plans to multiple business segments in order to ensure clear understanding of current performance trends
Generate and distribute reporting of key performance indicators such as contact volume and customer handling time performance versus forecast, as well as hiring adherence and staff attrition performance
Participate and present data during weekly meetings with the business segments leaders to discuss trends, projections, and to create a plan of action to meet contact center metrics
Manage data flows from multiple sources, and continually audit the integrity of input data through testing and reconciliation activities
Support Workforce Management team members through data insights and identified opportunities
The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
Perform all other duties as assigned
Probe

Taguig City, Metro Manila
Permanent
Full-time