Workforce Resource Planner
Taguig, Manila, PH
1d ago

Job Description :

Sutherland is seeking an attentive and goal-oriented person to join us as a Resource Planner . We are a group of driven and hard-working individuals.

If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Qualifications :

Professionals in this role get to :

Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals

Our most successful candidates will have :

  • At least two years of experience as an RTA / Scheduler
  • Experience with applications such as CMS Avaya Supervisor / eWFM / IEX
  • Strong knowledge of MS-Excel
  • Good knowledge of WFM concepts
  • Basic knowledge on statistical concepts & techniques
  • Good verbal and written communication skills
  • Ability to communicate / present with various levels of stakeholders, including external clients
  • Good analytical skills
  • Ability to identify and understand forecast patterns due to various factors like seasonality, customer behavior, etc.
  • Understands financial impact of labor requirement vs. revenue opportunity
  • Ability to learn and understand financial models
  • Ability to own and manage end-to-end resource planning activities for the assigned program(s)
  • Responsibilities :

  • Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends
  • Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals
  • Prepares short-term and long-term staffing projections using optimal staffing plans
  • Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements
  • Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live
  • Assists in providing staffing requirements for all new and existing businesses
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