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