Creates and analyzes Capacity Plan, and provides recommendations - Determines required HC based on forecasted volume or target hours, determines handling capacity. From analysis, formulates recommendations based on outcome.
Sets up lock meeting with Operations/Client - Discusses the capacity plan in detail. Gets confirmation on assumptions used. Provides recommendations and lock the plan created. Makes changes if needed based on the meeting with Operations / clients.
Tracks forecast to actual performance and uses data/information to forecast for the next months to come to ensure realistic forecasts month over month.
Analyzes forecast to actual performance and recommends courses of action to take to improve maximization of resources and ensuring that the program passes KPIs.
Ensure That The Three Cs Of Strategic Workforce Planning Are In Place
o Capability- Do we have the workforce skills/experience to achieve our business strategy?
o Capacity- Do we have the required amounts of our needed capability and in the right locations?
o Cost- Are we effectively managing our workforce cost? Partners with Finance in ensuring the charge rates in the tool are updated
o Leads Workforce Planning Efforts, Through Close Collaboration with Other Business
Facilitate delivery of reliable reports by following established guidelines to analyze, test and modify data and escalate issues as required for further troubleshooting and issue resolution
Assist with ad-hoc reports and special projects by analyzing incoming requests, extracting data and communicating with key stakeholders to clarify information and ensure delivered reports align with business needs
Support operational excellence by utilizing relevant existing documentation and reports to capitalize on reusable data and promote streamlined data delivery
Understand the needs and goals of a customer and actively look for ways to meet them
Create and maintain current, accurate and readily accessible data in various formats e.g. work allocation tools, pivots, macros, automation
Utilize effective research and investigative techniques
Keep logs, records, and files up-to-date and readily accessible
Willingness to help and/or assist others
Migrate and adapt data from one system to another
Database manipulation techniques
Assume a methodical approach to evaluate situations
Strong Business Intelligence/Reporting, technical and data management skills
Taking leadership on reporting development and project execution and participating in strategic initiatives
Qualifications:
Candidate must possess at least bachelor’s or college degree
Minimum of 2-3 years’ working knowledge and technical understanding of Workforce or Resource management principles, concepts, and practices preferably within the call center, business process outsourcing or customer service industry
1.5-2 years data analytics experience required
Deep to Expert Knowledge in the following :- Microsoft Excel, MS Access, VBA, VB.Net, MS Word and MS PowerPoint
Excellent written and verbal communication skills, including face-to-face presentations
Experience in business writing (process documentation) and providing training based on your documentation.
Willing to work on the Graveyard shift
