Capacity Planner (Metro Manila - Cebu - Davao)

Location/s Available: Onsite, for 3 - 6 months then can do Hybrid
— Quezon City
— BGC, Taguig
— Makati
— Alabang, Muntinlupa
— Cebu
— Davao

Schedule: Nightshift (usually starts at 9 pm)

Must have (desired skills):
— 3 - 5 years Capacity Planning/Forecasting experience with 2 years Scheduling background (can process at least 2 yrs of exp)
— 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations
— 3+ years of experience with long range planning, financial modeling, and complex data analysis ( can process at least 2yrs exp)
— 3+ years of experience handling complex operations and financial issues that may have divisional or companywide scope
— Intermediate to advanced level of proficiency with PC based software programs and automated database management systems (Excel and PowerPoint)

Good to have (preferred skills):
— Bachelor’s degree in business, Economics, Finance, Mathematics, or a related field
— Experience in the Healthcare industry
— Experience with Workforce Management (WFM) software including NICE IEX, Aspect, Verint
— Highly proficient in MS Office
— Strong analytical and critical thinking skills to identify trends and influence business decisions
— Excellent oral and written communication skills

Responsibilities:
— Compile, analyze, review, forecast, and trend complex data
— Present analysis and interpretation for operational and business review and planning
— Support short and long term operational / strategic business activities through analysis
— Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
— Support ad hoc operational/strategic business activities through analysis and reporting
— Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
— Perform other job-related work as assigned
— Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so