Workforce Planning Manager

About the role

ANZ is seeking a Workforce Planning Manager to lead end‑to‑end planning and real‑time management of its Customer Contact Hub in Quezon City. The role ensures that voice and digital channels are staffed efficiently to meet service targets while balancing cost and workforce sustainability.

Key responsibilities

• Translate forecasted demand into staffing schedules, determining headcount, timing and sequencing of work.
• Own core planning levers such as roster design, shrinkage, training, leave planning and scenario modelling.
• Provide planning insights and recommendations to senior leaders, balancing customer experience, colleague wellbeing and cost.
• Monitor intraday performance, adjust staffing in real time, manage queue allocations and activate overtime or shift slides as needed.
• Lead and coach a team of planners and real‑time resources, ensuring disciplined and accurate interventions.
• Feed operational learnings back into the planning process to continuously improve workforce practices.

Required profile

• Extensive experience in high‑volume, complex workforce planning for contact centres or similar environments.
• Proven ability to analyse demand data and develop executable staffing models.
• Strong decision‑making skills under pressure with a focus on protecting customer experience.
• Excellent communication and stakeholder‑management capabilities.

Required skills