Capacity Planner / Workforce Planner

Position: Capacity Planner / Workforce Planner
Location: Available Sites: (QC, Taguig, Makati, Muntinlupa, Cebu, Davao)
Shift: Night Shift (9 PM start)
Work Setup: RTO, Hybrid post-evaluation (3-6 months onsite)
Salary: PHP 94,000 - PHP 135,000 + PHP 3,600 OGA Allowance
Sign-on Bonus: Equivalent to basic pay, split over 2 tranches with a 1-year retention clause

Primary Responsibilities:
-- Analyze, review, and forecast complex data trends.
-- Present findings for operational/business planning and decision-making.
-- Support strategic business activities with data insights.
-- Develop business solutions through data analysis and process research.
-- Report on operational metrics including volume, handle time, attrition, and SLA/turnaround time.
-- Additional ad-hoc operational support as needed.

Required Skills:
-- 3-5 years in Capacity Planning/Forecasting and 2 years in Scheduling.
-- 4+ years Workforce Management (WFM) experience in Call Centers/Back Office operations.
-- 3+ years in long-range planning, financial modeling, and data analysis.
-- Proficient in Excel and PowerPoint, with strong analytical skills.

Preferred Skills:
-- Degree in Business, Economics, Finance, Mathematics, or related field.
-- Healthcare industry experience.
-- Familiarity with WFM software (e.g., NICE IEX, Aspect, Verint).