[Hiring] Workforce Management Planner @ARISE VIRTUAL SOLUTIONS, INC
Workforce Management Planner @ARISE VIRTUAL SOLUTIONS, INC
Operations
Salary unspecified
Remote Location
Employment Type full-time
Posted 3d ago

[Hiring] Workforce Management Planner @ARISE VIRTUAL SOLUTIONS, INC

3d ago - ARISE VIRTUAL SOLUTIONS, INC is hiring a remote Workforce Management Planner. πŸ’Έ Salary: unspecified πŸ“Location: India

Role Description

At Arise, we are looking for a dynamic WFM Planner that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients. This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client requirements.

  • Use Client/Internal forecast to calculate FTE/Hour’s requirement using techniques such as straight line & Erlang-C depending on client model.
  • Lead capacity planning discussions & provide recommendations to internal & external stakeholders.
  • Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns.
  • Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals.
  • Analyze trends periodically at the client & line of business level - Actuals vs forecasted assumptions.
  • Evaluate medium to long term capacity planning models to ensure future demand can be met.
  • Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads.
  • Participate in long term strategic planning and the formulation of goals.
  • Manage projects and programs in support of those goals.
  • Conduct what-if planning scenarios, share analysis, provide recommendations, and make formal presentations.
  • Organize and develop workforce management manuals & documentation as needed.

Qualifications

  • At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand.
  • Expertise in various applications, such as MS Excel, PowerPoint.
  • Hands-on experience with workforce management and ACD systems (i.e. Avaya, TCS, IEX, Verint, Teleopti).
  • Proven analytical and problem-solving skills with attention to detail and accuracy.
  • Superior verbal, written and interpersonal communication skills.
  • Experience working in a dynamic environment with proven abilities to make real-time decisions.
  • Ability to manage multiple projects simultaneously & work under stringent deadlines.
  • Process minded; focused on improving workforce management processes, systems, and skillsets.
  • Strong commitment to providing an exceptional customer experience.
  • Ability and willingness to work flexible shifts, after hours & weekends if required.

Requirements

  • Achievement of WFM capacity planning goals laid out.
  • Achievement of WFM KPI’s as per scorecard defined.
  • Customer satisfaction for internal and external customers.

Benefits

  • Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.
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remote Be aware of the location restriction for this remote position: India
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Workforce Management Planner @ARISE VIRTUAL SOLUTIONS, INC
Operations
Salary unspecified
Remote Location
Employment Type full-time
Posted 3d ago
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Offer Accepted βœ“
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