Who are we?

TSA is an Australian-owned business specialising in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionising the way they connect and communicate with brands.

What should you expect from us?

• Competitive salary package
• Must be amenable to work on-site
• Must be flexible to accommodate TEMPORARY Work from home / Hybrid assignment depending on business needs
• Day & Night shift roster, as required
• HMO coverage with free dependent
• Life Insurance Coverage
• Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
• We promote within the company! Look no further to take the next step in your career
• Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
• Full time roles available

The Workforce Management Planning and Resource Management Officer is responsible for forecasting, scheduling, staff maintenance in actioning changes in our workforce management systems and analysis in an omni channel environment. 

What will a normal day look like?

• Predict and prepare for changes in production, budget, volume, and staffing.
• Produce highly accurate daily, monthly, and yearly call staffing forecasts. 
• Monitoring and revising workforce and business forecasts, ensuring that various departments are properly staffed and meeting productivity potential. 
• Recognize that workforce planning tasks focuses on outcomes from the planning process, more so than the process itself 
• Real time monitoring of capacity for outbound campaigns 
• Assign campaigns per group/LOB 
• Schedule file update for new leads 
• Forecasts capacity for leads 
• Optimise and recommend Dialler Strategies to achieve business outcomes 
• Action new staff requests and induction groups 
• Action staff changes, including team and employment status changes. 
• Action staff termination requests 
• Create accurate rosters that meet the business needs 
• Maintain rosters in line with business and staff requests 
• Produce highly accurate reports highlighting results across key business drivers, including trends 
• Analysis of data and reporting to identify emerging trends and anomalies, in order to add value to the end-to-end workforce management process. 
• Analysis of data and reporting to identify business opportunities and continuous improvement 
• Work with the business to ensure that key tasks performed drive business success 
• Maintain a high level of professional communications with internal and external stakeholders 
• Accuracy in all work completed 
• Maintaining a high standard of output while completing tasks within reasonable timeframes 
• To perform other related tasks as necessary from time to time 

• Well versed in workforce end to end process methodology.
• Highly skilled with Workforce Management Systems
• Experience in WFM systems such as Verint, AWS and Power BI are highly preferred. 
• Demonstrable experience of effectively engaging with the business. 
• Build and maintain relationships with key internal and external business stakeholders. 
• Be proactive versus reactive in anticipating workforce management needs. 
• Rise to a challenge and thrive in a fast paced demanding environment. 
• A minimum of one years' experience in contact centre industry workforce management related roles. 
• Advanced Microsoft Excel skills. 
• Mid-level to advanced experience using Microsoft office software. 
• Able to demonstrate logical reasoning and the ability to communicate complex information. 
• A customer service orientation. 
• Can-do attitude. 
• Strong analytical skills 
• Must be willing to work on a day shift (6am to 3pm) roster. However must be amenable to adapt to a rotating roster, including GY
• Must be willing to work onsite 

Hit the I'm Interested button to apply! 

At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. 

We take our responsibility to protect the health and well-being of our team and our community very seriously.

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300