Assistant Manager - Resource Planning
Assistant Manager - Resource Planning
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Work Setup/Shift: Onsite (Manila)
Start Date: ASAP
Qualifications:
- 5-7 years of experience in WFM within a BPO contact center or similar environment.
- Proficiency in WFM tools (e.g. NICE IEX Verint Aspect Genesys CMS Avaya etc.)
- Advanced Excel skills and familiarity with data visualization tools (Power BI Tableau etc.) is a plus.
- Experience managing a team or mentoring WFM analysts/Leads
- Knowledge of forecasting methodologies and workforce modeling techniques.
- Exposure to automation tools and RPA in WFM processes.
- End to end knowledge of WFM (RTA Reporting Scheduling Planning/Forecasting and Telephony)
Responsibilities:
1. Workforce Planning & Forecasting:
- Develop and manage resource forecasts by analyzing historical data trend analysis and input from business leaders to ensure accurate forecasting of staffing needs.
- Analyze workload trends and predict fluctuations in call volumes or transaction volumes across various shifts and departments (including coding billing and customer service).
- Collaborate with business leaders and team managers to identify resource needs special projects and seasonal variations ensuring alignment with organizational goals.
- Maintain capacity planning by forecasting resource requirements based on upcoming campaigns new client requirements or other business factors.
2. Scheduling & Real-Time Management:
- Oversee the creation and management of employee schedules to ensure optimal staffing levels considering employee availability client demand and SLA requirements.
- Monitor real-time adherence to schedules adjusting resource allocation to ensure that service levels are consistently met.
- Resolve short-term staffing issues such as absenteeism urgent workload changes or unexpected employee absences by implementing contingency plans (e.g. shift swaps overtime).
- Ensure accurate shift adherence and adjust schedules as required based on real-time data to maintain efficiency.
Employment Type
Full Time
