Ensures adequate staffing to support the servicing requirements of Operations and meet agreed service level agreement, through proper forecasting, planning, and other necessary movements. What You&aposll Do Responsible for creating short-term and long-term forecasts of interaction volumes. Working with Operations leaders, and Workforce Management Team for internal staffing movement recommendations to support headcount requirement based on needs per channels. Creating schedules for shift bid based on staffing requirements per channel. This includes shift schedule, meal breaks, trainings, coaching adhoc pull outs etc. Manage leave requests from operators ensuring adequate headcount needed to support the volume is still being met. Creates and maintains Workforce Management Team related reports using Operations preferred visual representation Partners with Analytics to ensure accurate and timely reporting of data such as Abandon Rate, Number of Calls, trends, forecasting, schedules, shrinkage, service level agreements etc. What You Need To Have: Advanced proficiency in Microsoft Office tools especially Microsoft Excel Knowledgeable in VBA, Macros and SQLs Understanding of the workload hours model, and conversion to headcount requirements Good Understanding of standard call center metrics Knowledge in mathematical computations required to derive call center key performance indicator What Can Set You Apart: High attention to detail Able to work independently and proactively Good interpersonal communication skills Adaptability to process changes Job Perks You&aposll Enjoy Permanent dayshift schedule Up to 20% variable performance-based bonus HMO on Day 1 / HMO with dependents Access to mental health coverage and wellness partners Wellness Leave and Birthday Leave benefits Internal Career Mobility Opportunity to work and train in our international offices Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important. At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success. We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions. When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job. Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant. Show more Show less