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Workforce Planning Specialist

hace 2 meses

Ortigas Asturias Spain Visaya Knowledge Process Outsourcing (KPO)... A tiempo completo

Key Responsibilities:

  1. Manage day-to-day forecasting and scheduling for assigned accounts, ensuring accurate and efficient allocation of resources.
  2. Establish a baseline for forecast vs actual statistics, providing valuable insights for future planning.
  3. Monitor and analyze historical data to inform forecasting and planning decisions.
  4. Communicate forecasted workloads and required headcount to senior management, ensuring alignment with business objectives.
  5. Develop and implement forecasting models to account for growth on a daily, weekly, monthly, seasonal, and yearly basis, including holidays.
  6. Collaborate with analysts to calibrate data and recommendations for senior management.
  7. Lead in developing staffing strategies that support multi-skilled, multi-site agents, driving business growth and efficiency.

Requirements:

  1. At least 6 months experience as a scheduler/planner in a Business Process Outsourcing (BPO) environment.
  2. Knowledge in data translation and analysis.
  3. Familiarity with workforce management tools and technology.
  4. Client-facing experience, with excellent communication and interpersonal skills.
  5. Expertise in basic BPO Service Level Agreements (SLAs) and performance metrics.
  6. Attention to detail and ability to work independently.
  7. Ability to develop logical analytical frameworks to solve practical problems and design new processes.
  8. Exposure to sales environments in call centers with aggressive service level goals.
  9. Familiarity with telephony systems and call center technology and vocabulary.
  10. Willingness to work onsite in a dynamic business environment.