Workforce Planning Manager, Customer Care

Location

Bangalore | India

Job description

• Join us as a Workforce Planning Manager to assist in providing world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide

• You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely
• See the impact you could have

What we offer:

• Competitive compensation + shift allowances

• Attractive benefits (security, flexibility, support and well-being)

• Engaging employee programs

• Technology for hybrid working and great onsite facilities

What youll be doing:

• This position provides long and short-term staffing plans to ensure all customer care KPIs are met as well as driving staffing efficiencies globally
• The Workforce manager is responsible for analysis and workforce solution definition, taking responsibility for continuous improvement of forecasting and staffing plans within Customer Care, and will provide documentation and create staffing strategies

• Ability to build multi-channel queue management models (email/chat/phone) for budgeting and planning purposes.

• Complete Long- and short-term forecasting, capacity planning, and statistical analysis

• Monitors real-time call center performance statistics, adding, adjusting schedules to meet staffing levels required to maintain service levels

• Effectively demonstrates how efficiency losses in staffing equate to financial losses

• Utilizes workforce management software to develop and manage weekly/daily staffing plans.

• Gathers and analyses information, creates reports and dashboards based on historical data and forecasting results from all applicable systems.

• Drives a Continuous Improvement in the staffing and planning process ensuring it meets the given service and budget guidelines.

• Works independently and in close collaboration with users, internal and external stakeholders, and departmental leads and managers to provide in depth analysis and risk assessments to aid with provident and anticipatory planning regarding talent and skill set acquisition.

• Identifies and researches service level risks for problem resolution and management notification.

• Compiles data, organizes into meaningful format, and analyzes performance levels in aggregate and at agent level, cost data, budget outcomes, and other specialized data to improve operational understanding.

• Has excellent communication, analytical, organizational, and time management skills with a proven ability to meet deadlines.

• Sets high standards of performance for oneself and strives to improve the global team performance.

• Displays a positive attitude and demonstrates flexibility in the daily work.

• Other duties as assigned

What were looking for

• HS Diploma or GED, associate or bachelor s degree preferred

• 3-5 years of direct experience in Workforce Management/Resource planning and analytics required

• Hands-on experience working with NICE platforms (IEX, NDE, and CXOne) is a highly preferred

• Proficient knowledge of Microsoft Office applications and related software.

• Understanding of Call Center technology to include WFM solutions, IVRs, ACDs, ACD reporting, and contact routing strategies

• 3 or more years of experience with helpdesk KPIs, shift models, workflows, and relevant calculation methods (eg, rostered staff factor, Erlang C).

• 5 or more years of experience working with service desks that provide customer support.

• Mandatory language skills: Fluent in English - additional languages of benefit.

• Excellent written and oral communication skills with the ability to convey complex or technical information clearly, concisely, and accurately to a wide range of audience.

Job tags

Salary