WORK PLANNER
Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.
WHAT IS A WORK PLANNER ?
Our awesome client a company based in Australia is looking for a WORK PLANNER to be part of their team.
Reporting to the Customer Service Global Operations Manager, you will be responsible for managing forecasting, scheduling, and real-time resource allocation for our 24/7 customer service operation. This role is critical in ensuring optimal staffing levels across Australia, Canada, the UK, and the US while maintaining high service levels and operational efficiency.
As part of the Customer Service Global Operations team, you will leverage advanced workforce management tools, including Zendesk, Salesforce Service Cloud, and WFM software, to drive data-backed decisions. You’ll work closely with Operations, Team Leaders, and Senior Leadership to align workforce strategies with business goals.
WHAT WILL BE YOUR MAIN RESPONSIBILITIES?
Workforce Forecasting & Planning
- Develop and maintain accurate short-term, medium-term, and long-term workforce forecasts based on historical data, business trends, and operational needs.
- Analyse call, chat, and email volumes to determine staffing requirements across all time zones.
- Identify and mitigate risks related to staffing shortages, peak periods, and unexpected demand fluctuations.
- Work with HR and recruitment teams to project hiring needs and ensure proper workforce scaling.
Scheduling & Real-Time Management
- Create, manage, and optimise agent schedules, shifts, and break structures to ensure
- 24/7 coverage.
- Proactively monitor real-time call volumes, queue activity, and adherence metrics,
making immediate adjustments as needed.
- Manage shift swaps, leave approvals, and overtime requests, balancing employee needs
with business priorities.
- Work with leadership to adjust workforce strategies based on live operational feedback.
Performance Monitoring & Reporting
- Track and analyse key workforce management KPIs, including occupancy, adherence,
- shrinkage, and service levels.
- Provide regular reports and insights to Operations and Leadership, highlighting trends and areas for improvement.
- Implement data-driven strategies to optimise agent utilisation and reduce inefficiencies.
Technology & Process Optimisation
- Maintain and optimise Zendesk, Tiliow, Salesforce Service Cloud, and Workforce
- Management (WFM) software to improve forecasting accuracy and efficiency.
- Identify and implement automation opportunities to reduce manual scheduling efforts.
- Ensure all workforce planning processes align with global best practices and business
needs.
Stakeholder Collaboration
- Work closely with Operations Managers, Team Leaders, and Quality & Training teams to
- align workforce planning with service expectations.
- Communicate staffing plans and operational insights to leadership for strategic decisionmaking.
- Partner with IT and WFM vendors to ensure system configurations meet business
requirements.
WHAT ARE WE LOOKING FOR?
- 2+ years of experience in Workforce Planning within a contact centre environment.
- Strong expertise in Tiliow, Salesforce Service Cloud, and Workforce Management (WFM) software.
- Advanced knowledge of forecasting models, scheduling best practices, and real-time workforce management.
- Experience working in a 24/7 global contact centre.
- Strong analytical skills with the ability to interpret and action complex data sets.
- Proficiency in Excel, Google Sheets, and reporting tools.
- Excellent problem-solving skills with a proactive, solution-oriented mindset.
- Strong stakeholder management and communication skills.
Desirable:
- Experience in multi-region/global workforce planning.
- Familiarity with AI-driven WFM solutions and automation tools.
- Previous experience working with BPO and in-house contact centre models.
Job Type: Full-time
Pay: Php50,000.00 - Php60,000.00 per month
Benefits:
- Health insurance
- Paid training
Schedule:
- 10 hour shift
- 8 hour shift
Supplemental Pay:
- 13th month salary
- Overtime pay
Work Location: In person