Planner, Workforce Management
Location
Work from home | India
Job description
Responsibilities
- Use Client/Internal forecast to calculate FTE/Hour s requirement using techniques such as straight line Erlang-C depending on client model. (Line Attainment vs Service Level)
- Ability to lead capacity planning discussions provide recommendations to internal external stake holders (remotely / in person meetings as needed).
- Create maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns in partnership with internal / external customers.
- Ensure balance between workforce service levels labor cost to achieve operational efficiency goals using Capacity planning file maintained + reviewed every week.
- Analyze trends periodically at the client lob level - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc)
- Evaluate medium to long term capacity planning models to ensure that future demand can be met by client and line of business.
- Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads.
- Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals.
- Does what if planning scenario s, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels
- Organizes and develops workforce management manuals documentations as needed
Reports to :
Qualifications Requisites :
- At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster.
- Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage).
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
- Proven analytical and problem-solving skills with attention to detail and accuracy.
- Superior verbal, written and interpersonal communication skills.
- Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs.
- Ability to manage multiple projects simultaneously work under stringent deadlines.
- Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
- Ability and willingness to work flexible shifts as necessary after hours weekends if required.
Success Measures
- Achievement of WFM capacity planning goals laid out.
- Achievement of WFM KPI s as per scorecard defined.
- Customer satisfaction for internal and external customers
Job tags
Salary