Workforce Management Planner
Location
India
Posted
6 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Workforce Management Planner
ARISE VIRTUAL SOLUTIONS, INC
Role Description At Arise, we are looking for a dynamic WFM Planner that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients. This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client requirements. - Use Client/Internal forecast to calculate FTE/Hour’s requirement using techniques such as straight line & Erlang-C depending on client model. - Ability to lead capacity planning discussions & provide recommendations to internal & external stakeholders. - Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns. - Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals. - Analyze trends periodically at the client & lob level - Actuals vs forecasted assumptions. - Evaluate medium to long term capacity planning models to ensure future demand can be met. - Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads. - Participate in long term strategic planning and the formulation of goals. - Manage projects and programs in support of those goals. - Conduct what-if planning scenarios, share analysis, and provide recommendations. - Organize and develop workforce management manuals & documentation as needed. Qualifications - At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand. - Expertise in various applications, such as MS Excel, PowerPoint. - Hands-on experience with workforce management and ACD systems (i.e. Avaya, TCS, IEX, Verint, Teleopti). - 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. - Ability to manage multiple projects simultaneously & work under stringent deadlines. - Process minded; focused on improving workforce management processes, systems, and skillsets. - Strong commitment to providing an exceptional customer experience. - Ability and willingness to work flexible shifts, including after hours & weekends if required. Requirements - Achievement of WFM capacity planning goals laid out. - Achievement of WFM KPI’s as per scorecard defined. - Customer satisfaction for internal and external customers. Benefits - Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.
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