Workforce Management Forecaster

1 month ago

india Arise Virtual Solutions Full time

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

At Arise, we are looking for a dynamic WFM Forecaster that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients. This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client requirements.

Responsibilities

Forecast call arrival patterns and demand using statistical techniques such as exponential smoothing, ANOVA, and Erlang-C Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads Ability to lead capacity discussions & provide recommendations to internal & external stake holders (remotely / in person meetings). Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns Ensure proper balance between workforce service levels and labor cost to achieve operational efficiency goals Analyze trends periodically - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc) Evaluate medium to long term capacity planning scenarios to ensure that future demand can be met by client and line of business. Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals Develops reports, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels Organizes and develops workforce management manuals & documentations as needed

Reports to :

WFM Portfolio Manager

Qualifications & Requisites :

At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster. Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Minitab or other forecasting programs like R square will be an added advantage). Flexible work schedule working Noon to 9PM and weekend workdays Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc) Proven analytical and problem-solving skills with attention to detail and accuracy Superior verbal, written and interpersonal communication skills Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs Ability to manage multiple projects simultaneously & work under stringent deadlines Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets. Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation

Success Measures

Achievement of client contractual Goals & KRA’s Achievement of Operations KPI’s as per scorecard defined Customer satisfaction for internal and external customers

Competitive Compensation and Benefits

When smart creative and passionate people get together, the results are astounding and the opportunities limitless Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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