Workforce Planning Manager Job Hiring in Fiji Islands for Centrecom PTE Limited
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Job Vacancy: Workforce Planning Manager
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands
Workforce Planning Manager
Qualifications:
- 5+ years of experience in workforce management, preferably in a multi-site or BPO environment
- Degree in Business, Operations Management, or a related field is desirable
- Lean Six Sigma or similar continuous improvement certification is a plus.
- Experience working across different time zones or with remote teams
- Proven experience using workforce management systems (e.g., Verint, Genesys, NICE, Ringcentral, Avaya or similar cloud and on premise).
- Strong analytical and problem-solving skills, with an ability to interpret complex data sets and make sound decisions
- Excellent leadership and stakeholder management capabilities
- Demonstrated experience in acting as a second in charge or stepping into a senior leadership role during periods of transition.
- Exceptional communication skills, both verbal and written.
- Ability to thrive in a fast-paced, evolving environment with a solutions-focused mindset.
- Technical Skills: Proficiency in WFM tools (e.g., NICE, Verint, IEX, Genesys), Excel (pivot tables, VLOOKUP), and BI tools (Power BI, Tableau).
- Analytical Skills: Strong in data interpretation, trend analysis, and root cause diagnosis.
- Leadership & Communication: Proven ability to lead teams, influence stakeholders, and communicate effectively.
- Adaptability: Comfortable in fast-paced, 24/7, multi-channel environments.
Responsibilities:
- Develop short- and long-term volume forecasts across all communication channels, including voice, email, chat, and SMS.
- Use a combination of historical trends, business inputs, and seasonality patterns to produce accurate demand forecasts aligned with business goals.
- Apply quantitative models such as Erlang C, trend analysis, and scenario planning to predict staffing requirements.
- Proactively identify gaps or risks in coverage and communicate these to Operations, Recruitment, and other relevant stakeholders.
- Monitor shrinkage levels and re-forecast as necessary, maintaining historical data for post-mortem analysis and continuous improvement.
- Create efficient, agent-centric schedules using WFM tools (e.g., Verint, NICE, Genesys, etc.).
- Monitor intraday activity and adjust staffing based on call volume spikes or agent availability.
- Optimize break and shift structures based on skill and business needs.
- Own the Command Center view—identify and respond to service level threats in real-time.
- Coordinate with CCPAs and Team Leads to redistribute resources as needed.
- Generate actionable reports on KPIs such as forecast accuracy, service levels, and productivity.
- Deliver insights and actionable reports to leadership on occupancy, shrinkage, adherence, and capacity planning.
- Track and report SLA and KPI performance metrics, offering proactive solutions to maintain targets.
- Act as the WFM liaison with HR, Operations, Training, and QA to ensure alignment and continuous improvement.
- Support compliance, scaling, and business continuity initiatives.
- Lead and coach team (optional, if applicable) of WFM specialists or schedulers.
- Drive continuous improvement through automation, tool optimization, and scenario planning.
- Focus on cost-efficiency and resource rightsizing
Requirements:
- Update and detailed Resume in Word format or PDF with a picture
- Employment Certificate
- Training Certificate
- Passport Copy
Walk-in applicants can visit us at:
Questcore Inc.
Address: Unit 701-702, Pryce Center Building, 1179 Chino Roces Avenue corner Bagtikan St., San Antonio Village, Makati
For manpower pooling only
No fees in any form and/or purpose will be collected from the applicants.
Beware of illegal recruiters and Human Trafficker.