Senior Workforce Capacity Planner

4 weeks ago


Hanoi, Hanoi, Vietnam Gear Inc Full time

Company Overview:


Gear Inc is a fast-paced and dynamic company that values innovation and excellence. As a leading provider of workforce management solutions, we strive to deliver high-quality services that meet the evolving needs of our clients.



About the Role:


We are seeking an experienced Senior Workforce Capacity Planner to join our team in Hanoi, Vietnam. This is an exciting opportunity for a talented individual to play a key role in shaping the future of our workforce management capabilities.



Job Summary:


The successful candidate will be responsible for analyzing and forecasting workforce capacity to support the planning and scheduling of our BPO team. This includes preparing work schedules, maintaining employee rosters, and coordinating with training and talent acquisition teams.



Key Responsibilities:



  1. Workforce Planning and Scheduling:

  • Prepare work schedules by team, queue, and line of business, including breaks, training, and meetings.
  • Maintain accurate employee details, including availability, preferences, and skills.
  • Coordinate with training and talent acquisition teams to forecast and manage staffing needs.
  • Monitor adherence to work schedules and track over/under compliance, creating action plans to address staffing gaps and optimize utilization.

Workforce Forecasting:

  • Analyze work volume projections using historical patterns and incorporate current trends in 30, 60, and 90-day rolling periods.
  • Adjust volume forecast based on actual volume inputs and relay changes to WFM RTA and operations teams.
  • Forecast FTE requirements to meet targets based on work volume supplied by clients, combined with planned shrinkage attrition, absenteeism, and offline activities.
  • Project Utilization rates based on current headcount and recommend capacity intake for offline activities to WFM planners.
  • Design productivity targets based on current resource supply and project overtime requirements when needed to meet Service Level and productivity metrics.
  • Project seating requirements, seat utilization, and occupancy per LOB based on current manpower, company resources, and upcoming/existing business needs.

Capacity Planning:

  • Maintain capacity planning files and documents according to standard operating procedures and quality expectations.


Requirements:


To be successful in this role, you will need:



  1. Education:

  • University degree in a relevant field such as data analysis or similar.

Experience:

  • Minimum of 1 year of proven experience in a relevant position.

Skills and Qualifications:

  • Proficient in English communication.
  • Solid knowledge of workforce management in the BPO industry, including planning, scheduling, and forecasting.
  • Excellent data analysis skills with strong logical thinking mindset.
  • Familiarity with Google Spreadsheet, Excel, and other data analysis tools.
  • Good reporting and presentation skills.
  • Fast-learning and open to change.
  • Incorruptible integrity, initiative, and strong work ethic.
  • Excellent time management and organizational skills.


Benefits:


We offer a competitive salary and benefits package, including:



  1. Salary and Benefits:

  • Attractive salary and bonus.
  • Premium healthcare and mental health care services, 100% covered by the company.
  • Extra bonus for personal events and a baby box for staff welcoming a new baby.
  • Annual health check and flu vaccination.
  • Summer vacation (paid days off and bonus).
  • Paid leave.

Working Environment:

  • We work 40 hours per week.
  • International, fun, and professional working environment, working closely with experienced Vietnamese and foreign experts.
  • Standing desks, modern hardware, free drinks, training and career development opportunities, and a free in-house gym and game room.


About Us:


Gear Inc is a forward-thinking company that values innovation, excellence, and employee well-being. We offer a dynamic and supportive work environment that encourages growth and development.



Estimated Salary: $45,000 - $55,000 per annum.



Location: Hanoi, Vietnam.



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