The successful candidate will work directly with senior management to analyze and forecast the workforce capacity to perform the workforce planning and scheduling for our BPO team. The main responsibilities include, but are not limited to:
Workforce Planning and Scheduling
Coordinate with training and talent acquisition team to forecast and manage staffing needs;
Maintain a roster of staff with accurate employee details which includes availability, preferences, and skills;
Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency.
Responsible for day-to-day operations reporting to the Regional Workforce Manager;
Prepare work schedules by team, by queue and by LOB including breaks, training, team meetings and other non-moderation activities;
Monitors adherence to work schedules and tracks over/under compliance and creates action plans to address staffing gaps and optimize utilization;
Workforce Forecasting
Projects seating requirements Seat Utilization and Occupancy per LOB based on current manpower, company resources, and upcoming/existing business needs;
Design productivity targets based on current resource supply and project Overtime requirements when needed to meet Service Level and productivity metrics;
Maintains capacity planning files and documents according to standard operating procedures and quality expectations.
Project Utilization rates based on current headcount and recommend capacity intake for offline activities to WFM planner;
Adjust volume forecast based on actual volume inputs and relay any changes to the WFM RTA and operations teams;
Analyze work volume projections using historical patterns and incorporate current trends at every interval in a 30, 60 and 90-day rolling period;
Responsible for FTE forecasting requirements in order to meet targets based on work volume supplied by the client combined with planned shrinkage attrition (voluntary and involuntary), absenteeism (planned and unplanned) plus work-related shrinkages such as meal breaks, wellness breaks, coaching, team meetings and other offline non- moderation activities;
