WFMRTA
WFMRTA
Posted on :
04-03-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
04-03-2024
Job Description
Req ID : 2590327
About Us
LanceSofts mission is to establish global crossculture human connections that further the careers of our employees and strengthens the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch
About Team We are a dynamic team of dedicated professionals with a passion for datadriven decisionmaking and a deep understanding of the critical role that workforce management plays in creating value to our customers. Our team is comprised of experienced leaders analysts and planners who are committed to excellence in every aspect of forecasting and capacity planning. What youll do: You are an expert in workforce management bringing a wealth of experience to the table. You leverage historical data seasonality and industry trends to provide and clearly communicate actionable insights into improving forecast accuracy and enhance interval level resource allocation. You are driven by results and bias for action. Your efforts are geared towards achieving tangible outcomes that bring value to our customers through teamwork relationship building and effective communication with different stakeholders and leaders.
Role and Key Responsibilities Responsible for managing all facets of contact center operations such as forecasting scheduling monitoring call volumes and other operational matrix while adjusting resources to meet business objectives. Provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics Email social media and backend support to ensure proper planning accurate requirements and workload identification.
Develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multisite/channel contact center environment This includes internal operations globally for the account globally.
Required to act as a WFM POC for all client related deliverables & represent WFM for this account in client meetings.
- Forecast volumes and productivity assumptions across all channels and lines of businesses using historical data trends seasonality and events. Quickly identify and explain fluctuations in volume AHT and other assumptions to adjust resources accordingly.
- Ensure that the WFM function provides optimal forecasting scheduling and identifying new methods strategies and opportunities.
- Ensure that the realtime management team is providing the appropriate realtime guidance and takes appropriate action to meet service level goals and maximize efficiency.
- Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with every scenario.
- Analyze historical volume trends by source handle time and root cause to identify operational opportunities and proactively communicate this information to leadership while implementing appropriate action plans.
- Responsible for the overall management of (WFM) to include hiring training scheduling setting of goals prioritization of work performance reviews Billing et
- Review and analyze the monthly quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required.
- Develop and maintain short and longterm forecast/capacity plans and ensure sufficient staff is available during peak periods.
- Serve as a subject matter expert liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals.
- Perform other related duties and assignments as required and as assigned by Senior Manager Support Services.
- Own long medium and shortterm planning cycles from forecasting capacity planning to intraday management.
- Distribute daily and interval workload forecast by site six weeks in advance.
- Build weekly performance reports tracking forecast deliveryability to interpret and present actual performance through slides and graphs.
- Knowledge of Contact Centre methodologies Contact center Billing & operational principles
- 4 years of experience Performing Planning functions (capacity planning forecasting scheduling realtime Analysis) in a multisite contact center environment preferred.
- A team player with excellent interpersonal and written communication skills
- Ability to provide leadership direction motivation development opportunities and build high performing teams.
- Strong quantitative and analytical skills Able to analyze data and draw insights
- Must be proficient with Excel can organize/analyze import/export data in a structured manner (pivot tables SQL queries etc.)
- Strong working knowledge of Windows based programs (Word PowerPoint Access etc.
- Must have experience to handle Capacity Planner and Scheduling team
Graduation in Any discipline
Employment Type
Full Time
Company Industry
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