Skillful Resource Optimization Specialist

6 days ago

bangalore, India beBeeWorkforce Full time

Optimizing Workforce and Real-Time OperationsThe Senior Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity.Key ResponsibilitiesEnsure accurate scheduling by creating and optimizing business rules and policiesAdminister and maintain workforce planning systems and real-time monitoring toolsDevelop accurate intraday forecasts, create schedules, and proactively adjust staffing based on historical data and real-time performanceIncorporate shrinkage forecasting (planned/unplanned) into scheduling modelsMaintain rostering and scheduling that is logistically sound, efficient, and effective across all channelsReal-Time Analytics and MonitoringMonitor real-time data and performance metrics to identify anomalies and operational risksImplement immediate corrective actions to minimize customer impact during service level deviationsProvide tactical recommendations for intraday schedule adjustments and resource reallocationMaintain awareness of queue conditions, agent availability, and service level performance throughout operational hoursEscalate critical issues to management with recommended solutionsForecasting and Strategic AnalysisUtilize data-driven analysis to make recommendations for workforce management strategiesSupport short-term, medium-term, and long-term forecasting initiativesDevelop and maintain forecasting models that account for seasonality, trends, and business driversControl labor costs while maintaining optimal customer experience standardsSupport monthly business review planning cycle to continually transform and improve the workforce and operating modelConduct scenario modeling and 'what-if' analysis as neededCollaboration and CommunicationConduct regular meetings with stakeholders to provide insights and recommendations for decision-makingPartner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlesslyRespond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responsesCommunicate real-time operational status and recommendations to management and floor supervisorsProvide daily, weekly, and monthly reporting on key performance indicatorsProcess Improvement and InnovationIdentify opportunities to enhance forecasting accuracy and scheduling efficiencyDevelop and implement mitigation strategies when variances in resourcing or workload occurContinuously evaluate and recommend improvements to workforce management tools and processes

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