Job Description

• Design and implement scheduling and capacity planning to support multiple projects.
• Build, develop, and lead a responsive Resource Planning team to meet required standards and deliver on critical staff planning activities:

1. Planning for the day (volume forecasting, staff scheduling)
2. Planning for the week (making scheduling adjustments including OT plans)
3. Forecasting for the month
4. Measuring results

• Develop and manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules, optimizing schedule placement to match volume arrival patterns.
• Analyze volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting and staffing information to support contact center operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and with cross-functional partners.
• Regularly review overall WFM procedures and process flows to ensure they meet guidelines and client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensuring efficiency and currency of established procedures to achieve optimal performance levels for contact center operations.
• Provide constant reviews and feedback on potential risks and threats, identifying risk elements and taking appropriate corrective and/or preventive measures.
• Manage internal communications between WFM and other stakeholders.
• Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, plan, and implement new WFM capabilities and initiatives with Executive Leadership.
• Set strategic direction for all WFM disciplines, defining and communicating governance structure, objectives, and operational guiding principles.
• Aim to reduce costs, improve service levels, and optimize customer satisfaction.

Job Requirements

• At least 5 years of experience in the workforce management field.
• Minimum of 2 years of experience in the outsourcing industry.
• Excellent understanding of WFM fundamentals with proven experience in the design, development, and implementation of strategic workforce planning in a diverse/matrixed organizational environment.
• Proficiency in Business English, both verbal and written.
• Prior supervisory experience and understanding of WFM systems, COPC methodology, and Microsoft Office Applications.
• Highly developed project management skills with a proven ability to deliver organizational projects within designated timelines.
• Strong interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels, including people of different cultures.
• Ability to manage multiple tasks simultaneously.
• Ability to focus in a fast-paced, flexible environment with attention to detail.
• Ability to adapt to change and manage stress appropriately.
• Ability to build a positive work environment across multiple sites and influence leaders outside of direct responsibility.
• Proficiency in SQL, Python, R, and Power BI will be an added advantage.

Skills