Job Title:
WFM Sr. Analyst, Planning
Job Description
The Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts of HC views by analysing trends, modelling AHT, Attrition, Shrink, forecasting assumptions and interpreting future client needs. They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partners.
- Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
- Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
- Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
- Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
- Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
- Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
- Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
- Implementation & transition of new projects. Should possess skills in developing & coaching team members.
- Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
- Implements productivity and revenue increase by driving efficiency and other related initiatives.
Requirements:
- Minimum 1 year in a scheduling role.
- Previous experience with RTA role.
- Strong knowledge with WFM applications, preferably genesys, and could be IEX/Calabrio or Verint alternatively
- Good Knowledge with Capacity planning (if external)
- Good knowledge with MS Excel and Powerpoint usage
- Strong presentation and communication skills
- Must be clear of any written warnings or PIP in the last 3 months (for Internal)
- Updated CV MUST be attached to the application.
Location:
JOR Amman - Suliman Al Nabulsi St, Abdali Mall Building, Abdali Boulevard, Amman, Jordan
Language Requirements:
English (Required)
Time Type:
Full time
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