The Workforce Management (WFM) Capacity Planner is responsible for forecasting, planning, and optimizing staffing levels to ensure operational efficiency and service level compliance. This role involves analyzing historical data, business trends, and workload patterns to develop accurate capacity plans, ensuring the right balance of resources to meet business demands. The WFM Capacity Planner collaborates with operations, HR, and finance teams to align workforce strategies with business objectives while proactively identifying risks and opportunities to improve productivity. Strong analytical skills, proficiency in workforce management tools, and the ability to adapt to dynamic business needs are essential for success in this role.
Work setup:
Onsite - MOA, Pasay
Salary:
42,000 - 47,000
Qualifications:
Minimum of 2 years of hands-on experience in Workforce Management (WFM) – Capacity Planning within a BPO setting.
At least 2 years of experience using Workforce Management tools such as CMS Avaya, RTA Tool, eWFM, Blue Pumpkin/Impact 360, IEX, or Genesys.
Strong understanding of forecasting, staffing, and resource allocation to optimize workforce efficiency.
Excellent analytical and problem-solving skills with the ability to interpret data and make strategic decisions.
Ability to work independently and collaborate effectively with cross-functional teams.
Strong communication and organizational skills to ensure smooth workforce planning and execution.
