Resource Planning Specialist CS Workforce Management

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

The Role:

The Resource Planning Specialist is a key architect within our global customer service workforce management team. In this role, you’ll design and optimize complex labor requirements and schedules across a multi-channel, multi-lingual vendor (BPO) network, using a blend of traditional WFM principles and Generative AI–driven insights.

You’ll create weekly, daily, and interval-level requirements and schedules aligned to contact arrival patterns across multiple support channels, then strategically allocate them across our BPO partners for execution. To succeed, you’ll navigate diverse labor laws, time zones, and work patterns while balancing operational efficiency with an outstanding employee and customer experience. You’ll work closely with capacity planning and operations to ensure our BPO network consistently fulfills the schedule requirements you provide.

Responsibilities:

• Scheduling & Optimisation: Develop and allocate schedule requirements across multiple sites, languages, and partners. Utilize WFM tools and Generative AI to run simulations and model creative scheduling scenarios, identifying opportunities to optimize operational metrics and enhance service levels across our vendor network.
• Data-Driven Analysis & Reporting: Measure and incorporate critical factors, such as schedule shrinkage and staffing inflexibility, into staffing plans. Leverage Generative AI to automate performance reporting, generate actionable insights, and create executive summaries that explain key trends and performance variances to leadership.
• Vendor Partnership & Process Innovation: Partner with our BPO vendors to align staffing plans and agent schedules with demand forecasts, contractual requirements, and local labor laws. Collaborate with vendor and internal teams to streamline staffing and reporting processes, and help apply Generative AI tools for schedule simulations, forecasting support, and automated insights to make our planning more accurate and efficient across the vendor network.
• Work with our internal and BPO partners to ensure we operate as efficiently as possible while laying a foundation for resource planning that delivers short wait times and enables operational excellence.

Qualifications and Competencies:

• BA/BS degree or equivalent work experience
• 3+ years of workforce management and/or back-office operations management in a diverse support environment
• 2+ years of experience developing schedules and other resource planning outputs in a workforce management platform
• Experience with or exposure to Generative AI (LLMs) for data analysis, forecasting, or process automation is highly desirable.
• Familiarity with prompt writing or prompt engineering to generate reports, summaries, and analytical insights from data is a strong plus.
• Experience gathering, normalizing, and interpreting data to produce insights
• Problem-solving, and analytical skills
• Ability to communicate at various levels within the organization
• Demonstrated ability to multitask and re-prioritize accordingly
• Experience in contact centers and gig-economy model

Work Schedule:

Must be amenable to work in shifting schedule, including night shift

Work Setup:

Hybrid set-up

Work Locations:

18th Floor, Eastwood City Cyberpark, Bagumbayan, Quezon City, 1110 Metro Manila

Additional:

Sign-in bonus available

Contract Role (6 months)