Role and Key Responsibilities
- Create Capacity Plans for Enterprise and co-create with partners for their sites
- Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
- Oversee the overall Capacity planning for HC
- Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
- Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
- Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
- Maintain Historical Data and trends
- Review DOW and Intraday Patterns
- AHT profiling
- Assumption Management
- Own HC reconciliation with partner WFM teams.
Key Skills & Knowledge
- Overall experience of 8-10 years and at least 3-7 years in a planning role.
- IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
- Experience in managing multi-site and multi-vendor environment
- Strong process and mathematical orientation
- Experience of data modelling, simulations and scenario planning
- Experience of stakeholder management and aptitude of planning risk identifications
- Analytical and good understanding of Contact Centre metrics
- Strong business acumen
- Should be a good communicator and a collaborator
- Strong Communicator and decision maker
- Strong attention to detail and sense of professionalism and ability to develop relationships
QUALIFICATIONS
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