Capacity Planner Specialist at Sun Life

Taguig, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

07 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Capacity Planning, Forecasting, Data Analysis, Staffing Optimization, Management Information Systems, Workload Modeling, Performance Management, Reporting, Resource Allocation, Process Improvement

Industry

Financial Services

Description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: Responsible for understanding business processes in order to research, analyze, interpret and advise managers on findings of analysis around the chat volume and staffing of the CCC. Perform calculations and develop forecasts (short term, long term) to formulate responses/recommendations to specific queries from the CCC leaders. Support regular re-forecast efforts by utilizing budget forecast and details received in regards to additional impacts through the year. Track and maintain staff movement, chat volume, AHT, forecast assumptions vs actual chat volume. Support Vacation bid process, training efforts and other events to be planned. Provide Project Teams with process recommendations and workload/staffing forecasts, as required to support changes. Execute and distribute supporting models and analysis. Ensure models meet the requirements of partners and provide recommendations to leadership on the direction of the training plan and new hire training. Provide optimal schedule respecting guideline to meet the chat demand. Monitor real time chat services and react to plan variation Ensure to make all models visible, scientific and properly organized. Provide continuous improvements recommendations and strategies that increase and promote efficiency and optimization of effort. Provide support and maintenance to existing management information systems (MIS) Generate and distribute management reports in accurate and timely manner Provide recommendations to update current MIS to improve reporting efficiency and consistency Perform data analysis for generating reports on periodic basis Develop and support MIS system for performance management and internal communication Job Category: Customer Service / Operations Posting End Date: 23/07/2026 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers

Responsibilities

Responsible for analyzing chat volumes and staffing needs to provide short and long-term forecasts for the CCC. The role involves maintaining MIS reports, optimizing schedules, and providing workload recommendations to leadership.