Employer -Leading BPO
Profile - Planner / Manager- Work Force ( WFM)
Job Location - Chandiwali, Mumbai
· Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
· manage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.
· Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations
· Responsible for the management of call volume forecasting, tracking, and planning
· To ensure that all forecasts are delivered on time and where possible analyze data to make recommendations to enhance performance.
· Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment
· Work with real-time team to optimize operational performance on a daily basis
· Long-range forecasts (hiring requirements).
· Provide support in the creation of capacity plans, ramp plan, and recruitment plan.
· Manage Forecasting and Supply Management of Resources that would include people, seats, and bandwidth.
· Maintain planned Vs actual forecast details for review with Leadership.
· Monitor performance and optimize operational performance on a daily basis
· Specific duties include staff management, providing forecasts to the Client and third party, working with call center staff to create and modify staff scheduling.
· Oversee the scheduling philosophy of schedule assignments
· Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
· Oversee intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
· Responsible for maximizing efficiency and occupancy while meeting service objectives
· Oversee analysis and reporting of employee performance including schedule adherence
· Perform other duties and assignments as directed.