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

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.