Workforce Planning Expert
hace 15 horas
The Workforce Manager will oversee forecasting, capacity planning, scheduling, and real-time monitoring to optimize staff performance and operational efficiency. This role focuses on balancing workload, ensuring adherence to KPIs, and improving workforce utilization in alignment with project objectives, quality standards, and customer satisfaction goals.
Responsibilities:- Forecasting: Analyze historical data to produce accurate forecasts for scheduling and daily operations. Identify patterns and trends in interaction volumes and handling times to anticipate workload fluctuations. Adjust forecasts to reflect emerging trends or significant changes in business needs.
- Capacity Planning: Develop annual and long-term capacity plans in collaboration with the global operations team. Perform short-term capacity planning to adapt to changes or trends in staffing requirements.
- Staff Optimization: Ensure staff is organized and scheduled effectively to meet workload demands. Regularly monitor and optimize workforce structures to align with operational needs.
- Scheduling: Create bi-monthly schedules for 8-9-week periods, ensuring optimal staff utilization. Incorporate advisor preferences, contract rules, and absence planning into the scheduling process.
- Real-Time Monitoring (RTM): Oversee teal leader real-time adjustments to balance workloads, minimize waiting times, and ensure service levels (SL) for phone, chat, and emails are met. Monitor advisor occupancy and manage on-the-spot adjustments to achieve daily operational targets.
- Time Reporting: Manage absence and time reporting for employees across all engagement centers. Track individual time-off balances, including vacation, time-for-time, and additional leave.
- Continuous Improvement: Identify and implement improvements in workforce management processes to enhance efficiency and accuracy. Collaborate with cross-functional teams to share best practices and develop innovative solutions for operational challenges.
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