Workforce Planning Expert
4 dni temu
Job Description:
- As a Workforce Planning Expert, you will play a crucial role in ensuring the efficient operation of our Customer Care operations. You will be responsible for planning, forecasting, and scheduling staffing needs to meet service performance objectives.
- Your primary goal will be to identify opportunities for improving utilisation and implementing strategies to deliver comprehensive plans that achieve these objectives at the lowest cost.
Main Responsibilities:
- Proactively analyse historical staffing data to capture emerging trends and make informed decisions about future resource allocation.
- Using business intelligence, forecast and plan staffing metrics and requirements to ensure all service level objectives are met.
- Create Intra Day Performance (IDP) plans used by real-time functions to optimise resource allocation.
- Analyse performance data to identify areas for improvement and implement strategies to increase efficiency.
- Provide alternative recommendations when operational requests may impact customer care performance.
- Support the design and deployment of WFM module training as required in operational locations.
Key Skills & Qualifications:
- Excellent knowledge of MS Office Excel.
- High-level data analysis skills with attention to detail.
- Ability to manipulate numerical data and identify improvement areas, trends, and make recommendations.
- Proactive and self-motivated work style with ability to manage multiple demands on time and changing priorities.
- Strong interpersonal and influencing skills with a focus on continuous improvement.
- Fluent in English with understanding of BPO/Contact Centre environment a plus.
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