WFM- Work Force - Planner / Manager

  • Mumbai
  • Confidential
  • 4-10 years
  • Views
  • 16 May 2019

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Employer -Leading BPO

Profile - Planner / Manager- Work Force ( WFM)

Job Location - Chandiwali, Mumbai

Job Responsibilities

· 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.

Competencies/Skill sets for this job

Wfm Work Force Capacity Planner