Job Description:
· WFM Forecasting & Scheduling tool maintenance. Ensures all accounts are configured correctly, reviews the different configurations of the tool that are needed to create accurate schedules (Work pattern, rules, alerts, queues, employee data, meetings, QA segments; etc.), ensures that all on-boarding, and off-boarding requests are processed on time.
· Deliver Long-Term and Short-Term forecasts. This includes headcount requirements associated to the client’s service goals presented using a Capacity Planning file. The actualization of assumptions used should be shared as well to measure accuracy and trend. These are essentials for future staffing.
· Creation of Level 1 agent schedules. Creation of the schedules for the following month based on the forecast previously created, and in accordance with the service goals of the client. Special recommendations are provided for Holiday planning, Day Light Saving Time change, Overtime, understaffing/overstaffing; etc.).
· Planned Leave Management. Shares the number of allowable leaves per month based on the computed allocation percentage.
· Optimization of the baseline scheduling period. A projected end-of-the-month SLA pack is also essential information that should be shared with Operations leaders.
· Establish weekly meetings with operational leaders to present forecasts, schedules, and day-to-day analysis/recommendations.
· Establish a weekly meeting with the Intraday Analyst who also supports the accounts to align analysis, insights, recommendations, and strategies.
· Creation of other WFM initiatives/reports template or audit tasks that can further help improve the Operations Team.
· Quarterly Fully Optimized Scheduling Assessment. Ensures that the current scheduling pattern/scheme is aligned to the recent SL and trends.
· “What Ifs” Simulations. Caters to requests from Operations Leaders / WFM leaders to run forecasting and scheduling simulations to assess the impact of certain events/scenarios on SL attainment.
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