Job Overview
The Resource Planning Officer will handle both
workforce planning and
real-time management (RTA) for a non-complex contact center account. The role ensures maximum resource productivity, effective scheduling, and adherence monitoring to meet service level targets. This position reports directly to the
Board of Directors, SOD, or Operations Manager, and is based in
San Rafael, Bulacan.
Key Responsibilities
Planning
- Generate accurate long-range, short-range, and hiring/training forecasts.
- Collect and analyze historical data (volume, service level, shrinkage) for forecasting.
- Prepare capacity plans and calculate required FTEs.
- Develop, update, and deliver staff schedules and rosters
- Schedule agents and activities based on forecasted volume patterns.
- Monitor and report on scheduling KPIs (e.g., efficiency, service levels).
Real-Time / Intraday Management
- Monitor agent log-ins/outs, adherence, and task handling in real time.
- Address non-adherence, logout issues, and escalate as needed.
- Recommend skill changes to optimize staffing.
Attendance & Adherence
- Track attendance, absenteeism, and shift swaps accurately and on time.
Minimum Skills & Requirements
- Experience: 2+ years in a contact center; at least 1 year each in resource planning and real-time management.
- Technical: Strong statistical/numerical ability, proficient in MS Office (Word, Excel, Outlook) and Google tools.
- Core Skills:
- Strong communication, interpersonal, and influencing skills.
- Detail-oriented, organized, able to prioritize under pressure.
- Independent, self-motivated, problem solver, quick learner.
- Flexible to adapt to changing demands and work outside regular hours if needed.
- Strong teamwork mindset with cross-training capabilities.
