WFM Planner will ensure that resources are managed efficiently and effectively in order to optimize the use of resources to achieve performance targets: determine resource requirements for all campaigns and lines of businesses dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, while meeting service standards.
With over 3000 employees across 10 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries, and many more. Here at Conectys, we work together to support each other in a common interest, making our customer’s success our success.
Within your role, you will:
- Queue Monitoring. Monitor the volume and its SLAs. Communicate to stakeholders if the SLAs are failing and work with operations to create action plans.
- Agent Monitoring. Monitor the activities and statuses of the agents. Ensure that agents follow the schedule and scheduled activities throught out the day.
- Monitor that agents will meet their AHT, productivity and utilization.
- Responsible in assigning work (calls, SM, emails, chat, etc.) to agents.
- Prepares intraday reports to assist operations to drive and manage agents’ daily productivity and performance.
- Manages time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level agreement.
- Handle simple reports such as Attendance reports.
- Provide analysis on staffing and SLAs.
- Reforecast within the day data.
- Offer recommendations for OT/VTO
- Is responsible to create and to facilitate the maintenance of an open working environment with all the actors in the project, appropriate work relationship with the others to facilitate the activities of analyzing, monitoring, controlling and continuously improving the processes within the projects in which they operate;
What will make you successful for the role:
- Minimum 1 years experience in WFM capacity planning/ forecasting /scheduling
- At least College Level
- Excel skills in accordance with the WFM internal Excel Assessment – qualifying as average(basic)
- Good written and oral communication skills – English B2 level assessment
- Willing to work shifting schedules
- Willing to work on-site Davao City
Sounds good? Find out what you can get:
- Competitive salary package
- The opportunity to work in a multi-cultural environment
- Private medical insurance
- Learning programs for your development
- Wellness activities for your wellbeing
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, physical/mental disability or background.