Workforce Planner

• Responsible for forecasting, planning and scheduling for the Customer Care Team. Forecasting includes reporting and analysing data to ensure that the team is as effective as possible. Planning includes ensuring that live chat, phones and email platforms are functioning consistently and effectively and that the team is exceeding it’s KPI’s. Scheduling includes rosters and break schedules to ensure correct capacity resulting in all channels being handled efficiently and effectively.
• The role requires superior knowledge combined with outstanding communication, facilitation and analytical skills. A keen eye for detail and commitment to continuous improvement is imperative along with the ability to self-motivate, take initiative to devise and implement win-win-win solutions (customer/team member/business).

• To improve the efficiency and effectiveness of our customer service delivery by:

• Implementing and maintaining a consistent and effective roster and break schedule.
• Consistent flow of work on all major channels (emails, phones, live chat).
• Reporting and analysing data to forecast minimum 3 months in advance.
• Reducing errors in the system that inhibit providing a seamless customer experience.
• Improving CSAT for emails, as well as NPS for all channel mediums.
• Improving Contact Centre productivity across all channel mediums.
• Reviewing process and making recommendations for improvements.

 

Responsible for:

• Development and delivery of comprehensive and effective rosters and break schedules, including conducting gap/needs assessments and implementing solutions
• Ensuring a consistent flow of work for all major channels (emails, phones, live chat) and ensuring the team are meeting KPI’s related to productivity
• Revising systems as a result of evaluation / changing business products and needs
• Reporting and data analysis for all Customer Care teams in regards to Contact Centre productivity and efficiency.
• Forecasting effectively for headcount at a minimum of 3 months in advance, with an aim to provide a medium term forecast of 12 months in advance.
• Coordinating directly with Contact Centre Management teams for the standard delivery of information
• Continual improvements to processes, reporting and procedures

 

KPIs

• Ensuring all workflows are managed correctly and the team is exceeding KPI’s relating to productivity:
• Average Handle Time for Emails, Live Chat, and Phone
• Service Level of all Call Queues
• Average Queue Wait Time for Chats
• Average Time To Respond for Emails
• Average Queue Abandon % for Chat and Phone
• Ensuring all rosters and break schedules are created at least 1 month in advance.
• Ensuring all reporting materials are documented clearly, concisely and continually updated as needed.
• Giving rundown of findings to Customer Care Management Team (weekly)
• Forecast variance for Monthly, Weekly, Daily and Intraday

• Bachelor's/College Degree in any field, not a strict requirement
• At least 2 years’ of solid working experience in workforce planning
• Excellent verbal and written English communication skills
• Basic understanding of instructional design
• Proficiency in MS Office Applications and technical aptitude
• Ability to address small to large groups of people with confidence
• Positive working attitude and customer service-oriented
• Strong business acumen
• Credibility with senior and middle managers and able to build strong relationships quickly
• Knowledge and ability to manage all aspects of the training and development life cycle
• Commitment to service and a flexible can-do attitude to respond to business needs
• Detail-oriented and able to multitask with strong administrative and organisational skills
• Self-starter who is energetic, enthusiastic and driven
• Able to work independently and as part of a team
• Must be willing to work in Bonifacio Global City, Taguig City
• Must be willing to be assigned in the early morning shift and mid shift  

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.