Workforce (WFM) Planner | Cubao, Quezon City (Work onsite)

IBEX

Full-time Business Operations Specialists
Apply Now
Location
Quezon City, Metro Manila, Philippines
Posted
July 08, 2026

Job Description

Overview

The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

Historical File:
  • Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
  • Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
    • Trending:
  • Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
  • Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months...

    • Job Details

    • Job Type
      Full-time
    • Category
      Business Operations Specialists
    • Date Posted
      July 08, 2026
    • Application Deadline
      August 17, 2026