What Success Looks Like In This Role
Role Summary: Planner (WFM)
responsible for end to end implementation of FSR (WFM) Cycle
Key Responsibilities/Outcomes
- Responsible for managing FSR (WFM) delivery. Delivery includes implementing end-to-end FSR (WFM) Cycle like forecasting, capacity planning, staffing, scheduling and reporting
- Process Improvements
- Hypercare program for new accounts
- Collaborating with Solution Architects to deliver staffing numbers for new logos, existing business ramp up and/or ramp down
- People Management/Development
- Knowledge Enhancement
- Focus on improvement areas by client for all FSR (WFM) metrics
- Effective Coordination within the team and a good team player
- Initiatives that would improve the process/metrics for an account/Region
Core Competencies/Skills
- Certification/Knowledge in Work Force management tools Aspect / IEX / Genesys and exposure to telephony system CMS / Avaya / Genesys and Six Sigma Trained would be preferred.
- Must require end-to-end FSR (WFM) operation experience, strong capacity planning experience, staffing solution development, design and implementation.
- Strong exposure to building Long, Medium- and Short-term forecast.
- Capable of predicting and reviewing trends based on historical information.
- Strong knowledge of FTE and budget building.
- Proactively provide workforce management and capacity planning analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long-term planning, forecasting to ensure maximum effectiveness and efficiency.
- Experience with the Service Delivery process and have worked in Virtual environment. Sound understanding of WFM metrics and key performance drivers, proven experience or knowledge in using practices, processes & technology tools in Service Delivery environments
- Need to have Advanced Excel & Macro experience
- Governance - regularly touch base with operations/client on forecasts and Service Level performance and highlighting any deviations wherever applicable.
- Ensuring the accuracy and timeliness of client reporting
- Eye for detail, ability to spot trends in data, deviations etc.
- Strong People Management & Communication Skills
You will be successful in this role if you have:
Education & Certifications –
Bachelor’s in Commerce, Bachelor’s in Business Mgmt, Bachelor’s in Mathematics, Bachelor’s in Statistics, Bachelor’s in Engineering. and 2-4 years’ relevant experience
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