Coordinator, Work Force Planning

2 weeks ago


Mumbai, Maharashtra, India Accurate Background Full time

Job Description

Support organizational capacity planning needs by managing short and long-term volume forecasts and staffing model resultsMeet with management to review staffing models and future forecasts; make recommendations for improvement as neededOperate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to management when neededEnsure reports showing key efficiency, performance, and quality metrics are accurate and availableAnalyze and forecast real-time patterns for multiple agent skills associated with varying call types to drive efficiency and productivity Identify, evaluate and report call center trends and differentiate between workflow, technical, external, or staffingSupport a team environment through regular contact, communication and meetings with staff and the management teamReview reporting and communications to ensure accuracy and clarity

Requirement

Experience creating and managing staffing models and staff schedules for multi-channel contact center organizations Familiarity with standard contact center workforce management tools, experience with RingCentral/CXOne specifically is a plus Intermediate Excel skills2+ years of demand forecasting, capacity planning, and scheduling experience Experience developing and generating call center workforce plans, analysis, and schedules to maximize efficiency Experience with contact center scheduling and workforce management solutions Strong decision making, complex problem solving, and excellent communication skillsAbility to build genuine relationships quicklyAbility to prioritize and meet tight deadlinesAccustomed to making sound and timely recommendations based on diverse dataIntermediate skills using the Microsoft Office Suite
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