劳动力容量规划师
Workforce Capacity Planner
工作地点：远程（可能需要每月至少一次现场办公，优先考虑马尼拉）
工作时间：周一至周五晚上8点至凌晨5点；马尼拉（可根据业务需求调整）
设备：公司提供
劳动力容量规划师负责分析历史趋势，预测未来的劳动力需求，并制定人员配置模型，以保持与服务级别协议（SLAs）的一致性。该职位监控利用率，评估需求与能力的匹配情况，识别效率提升的机会，并定期提供关于劳动力绩效和能力指标的报告。
作为劳动力容量规划师的一天是怎样的？
- 分析历史数据，识别数量、处理时间和其他关键指标的趋势，以生成准确的需求预测
- 制定人员配置计划和排班，平衡服务级别目标、运营效率和成本控制
- 与服务交付和WFM团队合作，协调人员调整、排班更新和绩效结果
- 评估新举措、季节性变化和其他变量对需求的影响，并相应调整预测和计划
- 与人才招聘和培训团队合作，确保适当的人员配置和技能与业务需求一致
- 准备并分发能力绩效报告，包含改进的可操作建议
- 持续优化预测和容量规划流程，以优化资源利用并维持SLA表现
- 遵守公司政策和程序
- 达到或超过相关KPI的绩效目标
- 通过参与培训项目和持续学习模块，不断加深对产品、服务和流程的理解
- 始终保持积极、富有同理心和专业的态度对待客户和同事
- 完成其他指派的任务
担任劳动力容量规划师所需的资格条件？
- 在BPO环境中至少3年的预测和容量规划经验
- 具备良好的口头和书面沟通能力
- 熟练使用计算机应用和劳动力管理软件
- 展现出强烈的客户服务意识
- 具备批判性思维和细致的关注力
- 了解劳动力管理的政策和流程
- 具备查询研究和解决问题的能力
- 在团队环境中能够有效协作
- 保持以结果为导向的方法
查看英文原文
Work Set Up:Remote (might be required to work onsite at least once a month, preferably with Manila)
Schedule:8 PM-5 AM, M-F; Manila (can change based on business needs)
Equipment: Company Provided
The Workforce Capacity Planner is responsible for analyzing historical trends, forecasting future workforce requirements, and developing staffing models to maintain alignment with service level agreements (SLAs). The role monitors utilization, assesses capacity against demand, identifies efficiency opportunities, and provides regular reporting on workforce performance and capacity metrics.
What does a day in the life as a Workforce Capacity Planner look like?
- Analyzes historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts
- Develop staffing plans and schedules that balance service level targets, operational efficiency, and cost control
- Collaborate with Service Delivery and WFM teams to align staffing adjustments, scheduling updates, and performance results
- Assesses the impact of new initiatives, seasonal changes, and other variables on demand and adjusts forecasts and plans accordingly
- Partners with Talent Acquisition and Training to ensure appropriate staffing levels and skill alignment with business needs
- Prepares and distributes capacity performance reports with actionable recommendations for improvement
- Continuously refining forecasting and capacity planning processes to optimize resource utilization and sustain SLA performance
- Adheres to company policies and procedures
- Meets or exceeds performance targets for related KPI’s
- Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Performs other duties as assigned
What are the required qualifications for a Workforce Capacity Planner?
- Minimum 3 years of forecasting and capacity planning experience in a BPO environment
- Strong verbal and written communication skills
- Proficient in computer applications and workforce management software
- Demonstrates strong customer focus
- Applies critical thinking and attention to detail
- Knowledge of workforce management policies and procedures
- Skilled in inquiry research and problem-solving
- Collaborates effectively in team environments
- Maintains a results-oriented approach
Preferred Qualifications
- Bachelor’s degree in business administration preferred
Ninja Perks and Benefits
Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
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Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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Originally posted on Himalayas