Full Potential Solutions, Inc

Workforce Planner  

Full Potential Solutions, Inc

 
  • Pasig, Philippines
    Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
    TELECOMMUTE
  • Full timeFULL_TIME

Recruiter was hiring 5 hours ago

2021-12-16T16:00:00+00:00
Job closed.

Job Description

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Workforce Planner is responsible for monitoring both client required KPIs, call center activity, and resources on a real time basis ensuring service performance goals are consistently achieved. This position will work closely with the leadership of the call center teams on optimization of staffing and scheduling and performance reporting.

Responsibilities

  • Primarily responsible for monitoring call center activity to ensure service level targets are achieved consistently through optimal utilization of resources.
  • Supports account leaders with the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off.
  • Manages the Workforce Management Tool or equivalent to optimize utilization of resources.
  • A level of accountability in the achievement of service performance goals and client-specific performance guarantee targets rests with this position.
  • Responsible for coordination, production, accuracy and timeliness, team and overall reports for both internal and external distribution.
  • Helps coordinate telecommunication changes.
  • Use historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop forecasts, staffing plans, and schedules that will ensure service level achievement at minimal cost

Minimum Qualifications

Qualifications:

  • Must have at least 1-3 years experience as a workforce planner in a BPO setting.
  • Experience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.
  • Experienced in managing ILAM is required (Line Adherence Model).
  • Ability to create reports in Excel and forecast results.
  • Attention to detail and high level of accuracy.
  • Ability to multi-task, focus and complete reports for extended periods of time.
  • Previous Workforce Management experience is required.
  • Advanced level MS Office Skill, CRM Tools like Avaya CMS, Salesforce and CRM (Plus but not required).
  • Willing to work on a night shift schedule.

Perks and Benefits

  • Work from HomeWork from Home
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Performance BonusPerformance Bonus
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Ortigas Center, Pasig, Metro Manila, Philippines
Vacancy
1 opening
Website
http://www.fpsinc.com

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About Full Potential Solutions, Inc

Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.
Full Potential Solutions, Inchttps://rec-data.kalibrr.com/logos/69ZDGUCWRP2YJ3B2VZB7D3LW754CDKD7CD473FV3-5b3288a0.pngFull Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.

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