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Capacity Planner

Transcom Worldwide Philippines, Inc.

Mandaluyong City, Metro Manila

Posted over a month ago


Educational Attainment

College Graduate

Min. Work Experience

5 years

  • Capacity Plans
    • Responsible for maintaining Staff Plan for each assigned campaigns
    • Responsible for maintaining Hiring Plans for campaigns to ensure adequate staff is maintained
    • Provide capacity projections to client and client services to help drive revenue opportunities
    • Ensure appropriate assumptions are forecasted and reported for accuracy of projected staffing.
    • Monitor actual trend of AHT,volume, shrinkage, througput to align future assumptions based on past trend and future expectations.
    • Provide insights to program owners proactive about overstaffing/understaffing situations to initiate actions to mitigate situations.
    • Maintain confidentiality around strategies, practices and business information.
    • Provide Financial Forecast data to Revenue Assurance
  • Forecast Analysis
    • Create internal forecast for programs that depend on Transcom to do forecasting
    • Responsible for analyzing client forecasts and how they correlate to internal staffing 
    • Measure Volume/AHT forecasting accuracy at Monthly/Weekly/Daily levels.
    • Analyze actual performance to expectations and present opportunities for improvement in forecasting.
    • Analyze and optimise schedule performance, forecast accuracy, underlying assumptions, historical trends and provide improvement opportunities to the forecasting, headcount planning and scheduling process to ensure client expectations are met while meeting profitability goals. 
    • Provide Requirement adjustments for training initiatives
  • Revenue Assurance
    • Provides guidance on hours tracker and POM projections based on current capacity plan details and assumptions
    • Provides recommendations to increase and meet revenue targets
  • Organizational competencies (Level 2: Working knowledge)
  • Organizational Awareness: Have a good understanding of the TWW operating environment in terms of its culture, structural relationships and its competition 
  • People leadership: Is able to manage, develop and motivate other to ensure that they can fully contribute to Transcom success; encouraging teamwork , maintaining good cooperation to achieve an intended goal
  • Customer-Centric: Demonstrates a commitment to quality services, effectively interpreting the needs of internal and external customers
  • Goal orientation: takes ownership of the achievement of results and demonstrates determination to succeed
  • Quality orientation: Is setting high demands with respect to the quality of one’s work and that of others, strives continuously for improvements
  • Analytical thinking & problem solving: is able to tackle problems in a logical manner to deliver the appropriate solution
  • Integrity: maintains social and ethical standards at work, inspires confidence in own professional integrity 
  • Expertise skills: demonstrates  knowledge, understanding and skills to carry out the position
  • Adaptability: can adapt to changing environments, tasks or responsibilities and to other people, regardless of setbacks, disappointments or opposition
  • Communication: is able to communicate ideas and information quickly and clearly so that the essential message comes across and is fully understood always promoting an open dialogue.
  • Generating vision: Is able to identify the main direction for the organization in relation to the environment, formulating long term objectives and strategies.

Skills Required

Organizational Skills (Advanced)
Communication Skills (Advanced)
Analytical Skills (Advanced)
Job Description

This position will proactively work with Workforce, internal and external stakeholders to maintain the Long Term Staff Plan for assigned campaigns of Transcom affiliates and/or subsidiaries (“Client”). It will be responsible for alignment of Client Forecasts and Requirements with Capacity and Scheduling parameters.

This position will be responsible for maintaining the Capacity Plan forassigned campaigns and coordinate with Recruitment and Training toensure appropriate staffing is maintained to support business.

Job Details

Job Location

Mandaluyong City, Metro Manila

Employment Type


Job Category

Human Resources

Work Schedule

Amenable to Any Shift

Position Level


Job Perks

HMO Coverage Day 1

Free Shuttle Service

Free meals for employees with perfect attendance

Transcom Worldwide Philippines, Inc.
Company Size
10,001+ Employees

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers. We are 30,000...

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