Workforce Management Planner - BPO

• 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.
• Responsibilities:

• Use Client/Internal forecast to calculate FTE/Hours requirement using techniques such as straight line & Erlang-C depending on client model. (Line Attainment vs Service Level)
• Ability to lead capacity planning discussions & provide recommendations to internal & external stake holders (remotely / in person meetings as needed).
• Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns in partnership with internal / external customers.
• Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals using Capacity planning file maintained + reviewed every week.
• Analyze trends periodically at the client & lob level - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc)
• Evaluate medium to long term capacity planning models to ensure that future demand can be met by client and line of business.
• Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads.
• Participates in long term strategic planning and the formulation of goals.
• Manages projects, and programs in support of those goals.
• Does what if planning scenarios, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels
• Organizes and develops workforce management manuals & documentations as needed

Reports to:

Qualifications & Requisites:

• At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster.
• Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage).
• Hands-on experience and familiarity with workforce management and ACD systems, (i.e Avaya, TCS, IEX, Verint, Teleopti etc)
• 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 based on ever changing needs.
• Ability to manage multiple projects simultaneously & work under stringent deadlines.
• Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets.
• Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
• Ability and willingness to work flexible shifts as necessary after hours & weekends if required.

Success Measures:

• Achievement of WFM capacity planning goals laid out.
• Achievement of WFM KPI's as per scorecard defined.
• Customer satisfaction for internal and external customers
• When smart, creative and passionate people get together, the results are astounding and the opportunities limitless.
• Achieve your potential at Arise.
• Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/