Must have a combined 4 to 6 years hands on experience in RTM, Scheduling , Capacity Planning and forecasting with the experience of leading a team of WFM resources
College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science or a related field.
Must have strong technical, project management, implementation and process improvement skills.
General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred
Working knowledge with proficiency in RTM, Scheduling , Capacity Planning and forecasting with the experience of leading a team of WFM resources
High level proficiency in Excel based forecasting, scheduling , capacity planning and RTA insights (using Erlang or other models)
Job Description:
Responsible for ensuring integrity and consistency of set WFM processes/procedures.
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
Maintain confidentiality on information, objectives, and practices of the company and its clients
Proactively drives efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, AHT, occupancy etc
Responsible for coordinating with the client with regard to forecasts, staff plans and any staffing reports of the client
Responsible for ensuring weekly touch base/ meetings are set up with stakeholders to discuss staff plans, assumptions and performance which would impact meeting targets and goals
Manage a team of planners or a combination of planners and real time analysts
Effective communication skills and hands-on management style.
Ability to collaborate and support Operations through direct and proactive communication.
Must demonstrate sound arithmetic, analytical and problem solving skills.
Ability to train and do knowledge transfer to schedulers and planners
Ability to effectively engage with client and Operations on a daily basis.
Ability to work with minimal supervision and support Operational requirements and objectives.
Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
Positive attitude and approach to challenges, should respond positively to constructive criticism.
