SiteMinder is hiring a

Workforce Planning Manager

Manila, Philippines
Full-Time
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
 
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
 
And today, we’re the world’s leading open hotel commerce platform, supporting 40,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Workforce Planning Manager role...

We are seeking an experienced and detail-oriented Workforce Planning Manager to join our dynamic SAAS (Software-as-a-Service) business. You will play a crucial role in ensuring the efficient and effective operation of our global support center by optimizing staffing levels, forecasting workloads, and managing scheduling processes. Your expertise in workforce planning, real-time monitoring, and data analysis will be instrumental in achieving service level targets and enhancing the overall customer experience.

What you'll do...

  •  Effective, strategic and tactical forecasting of volumes.
  • Capacity planning and accurate scheduling of resources to meet seasonal| growing workload demand. 
  • Produce high quality workforce data and information to support workforce planning, monitoring and maintenance of service level threshold ... analyse data to identify gaps and opportunities for improvement.
  • Work with the CRM systems to build dashboards that provide insights to operational leaders to enable effective workforce management, delivering towards the KPI’s.
  • Manage rosters and data in real time to ensure efficiencies are maintained in real time.
  • Real-Time Monitoring: Continuously monitor Support center operations in real-time to identify and address any discrepancies between forecasted and actual call volumes.
  • Proactively make real-time adjustments to staffing levels, routing strategies, and skill-based assignments to optimize resource utilization and maintain service level agreements (SLAs).
  • Generate regular workforce management reports and dashboards to provide key insights around staffing efficiency, and customer experience.
  • Present findings to management and make data-driven recommendations for process improvements, capacity planning, and resource allocation.
  • Monitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements.
  • Customer contacts analysis to deliver business insights and collaborate with operational leaders & stakeholders to identify opportunities for automation| enable self help opportunities in products to drive reduction in support contacts .
  • Work with L & D teams to schedule for ongoing training needs.

What you'll have..

  • Proven experience in workforce management within a contact center environment, preferably in a SAAS or technology-driven industry.
  • Strong proficiency in workforce management software and tools, such as WFM platforms, ACD systems, and forecasting models.
  • Analytical Skills.
  • Problem Solving skills.
  • Strong attention to detail and organisational skills, with the ability to manage multiple priorities and meet deadlines.
  • Highly Competent in Excel.
  • Good understanding of BI, CRM and related systemsBonus:Competent in creation and management of operational reporting using SQL. 
  • Good understanding of BI, CRM and related systems.

Our Perks & Benefits…


Hybrid working model (in-office & from home)
Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Paid birthday, study and volunteering leave every year
Sponsored social clubs, team events, and celebrations
Employee Resource Groups (ERG) to help you connect and get involved 
Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
 
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

#LI-Hybrid

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