Workforce Planner (Alabang, Shifting Schedule)

Location: One Trium,Alabang | Permanent Onsite (5x/week)
Schedule: Shifting (US and APAC Hours), Monday to Friday

Required Experience:

• Minimum of 5 years of experience in Workforce Management, including forecasting, scheduling, capacity planning, and real-time management, within a BPO or contact center environment.

• Strong knowledge of workforce planning principles, forecasting methodologies, scheduling strategies, capacity management, and workforce analytics.

• Experience using Power BI and Workforce Management platforms (e.g., Verint, NICE IEX, Aspect, Genesys WFM, or similar).

Key Responsibilities:

• Forecast staffing needs based on operational demand and business growth.
• Analyze workload, productivity, and staffing trends to support workforce planning.
• Identify staffing gaps and coordinate with the People & Culture Team on hiring and onboarding needs.
• Prepare and maintain work schedules, including shifts, rotations, rest days, and leave schedules.
• Coordinate with Shift Leads and Site Leads on staffing requirements and schedule adjustments.
• Recommend overtime and staffing adjustments to ensure adequate workforce coverage.
• Monitor daily staffing levels, attendance, schedule adherence, and workforce availability.
• Address staffing gaps and coordinate real-time adjustments to maintain smooth operations.
• Escalate critical staffing concerns to the Operations Head and recommend solutions.
• Prepare workforce dashboards and reports covering staffing, attendance, productivity, and utilization.
• Analyze workforce data to identify trends and opportunities to improve efficiency.
• Coordinate with Operations, People & Culture, and Learning & Development to align staffing and training schedules.
• Provide workforce updates and data to Headquarters to support planning and operational decisions.
• Support contingency staffing plans during operational disruptions.
• Identify opportunities to improve workforce planning, scheduling, reporting, and resource allocation processes.
• Support the implementation of workforce policies, scheduling standards, and operational improvement initiatives.
• Perform other related duties as assigned by Management.