Resource Optimization Specialist

2 days ago

Dabhoda GJ IN beBeeResourcemangement Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Description:

The Forecasting and Capacity Planning Specialist plays a crucial role in ensuring the effective allocation of resources to meet business objectives. This individual will be responsible for creating long-term and short-term resource plans for frontline agents and seat resources, serving as the primary client-facing representative of Workforce Management.

Key Responsibilities:
  • Analyze front office and back office volume projections, service metrics, targets versus current performance trends on AHT, shrinkage, absenteeism, aux usage, attrition, occupancy, and service level to recommend resource optimization.
  • Ensure service level targets and program client targets are met through proper forecasting of workload.
  • Validate client forecasts and requirements for trends and compliance with contractual agreements.
  • Serve as subject matter expert and WFM liaison for specific programs, coordinating with Operations to ensure consistent business operational goals.
  • Forecast FTEs in order to meet targets based on call volume or back office volume projections, subsequently coordinating established targets to Operations.
  • Project seating requirements per program based on current manpower and upcoming existing business needs.
  • Work with Strategy COE to support Global Seat Planning process, aiming to maximize agent-to-seat ratios for the organization.
  • Manage long-term forecasts and capacity utilization, costs, and all resource planning functions for designated programs and accounts, ensuring that workforce management strategies are met.
  • Act as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency.
Benefits and Requirements:

This position requires strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced environment. The ideal candidate will have experience in workforce management and a proven track record of driving business results.

Skills and Qualifications:
  • Strong analytical and problem-solving skills
  • Experience in workforce management
  • Proven track record of driving business results
Why this role is important:

This role is critical to the success of our organization, as it ensures that we have the right resources in place to meet our business objectives. If you are a motivated and detail-oriented individual with a passion for workforce management, we encourage you to apply for this exciting opportunity.

Keyword: ResourceManagement

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