Workforce Management Regional Capacity Planner
Grab
- Makati, Philippines12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-11-29T16:00:00+00:00Job closed.
Job Description
- Maintain accurate forecast, capacity plans, and schedule plans.
- Ensures that capacity plans, forecast and schedules are generated in a timely and in a precise fashion.
- Offers strategic recommendation to improve productivity while balancing service levels.
- Provides consultation to Operations on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions.
- Works with Operations to develop processes for shift types, vacation, and other schedule exceptions strategies that maintain the employee needs and business requirement balance.
- Recommends roles and responsibilities with Operations the best opportunity for meeting client and internal measures and expectations.
- Coordinates with other departments to identify hiring strategies and required tour groups for new program and attrition replacement.
- Manages the implementation of the new program from a Forecast, Capacity Planning, and Scheduling perspective.
- Supports an environment that encourages co-workers to exceed customer expectations.
- Recommends and supports benchmarking using metrics, industry standards and original concept.
Minimum Qualifications
- Minimum of 3-years workforce forecasting and scheduling experience in a call center environment and 2-years experience working with call center reporting and metrics required.
- One year prior experience working with workforce management technologies ideally either eWFM, IEX or Blue Pumpkin.
- One year prior experience with Avaya or other ACD phone system required.
- Strong analytical skills and ability to apply those real-time.
- Proficiency in Microsoft Office Applications including Power point, Word &
- Excel and other relevant software.
- Excellent problem solving and decision-making skills.
- Ability to operate effectively in a team environment.
- Excellent oral and written communication skills and interpersonal skills.
- Dependability regarding completion of assignments and attendance.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
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About Grab
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.