
Workforce Planning Expert
2 days ago
Job Title: Workforce Planning Expert
Overview:
We are seeking a Workforce Planning Expert to join our team. In this role, you will be responsible for analyzing and optimizing workforce planning and scheduling to ensure optimal productivity and efficiency.
Main Responsibilities:
- Scheduling Optimization: Develop and implement capacity plans to meet business needs, ensuring alignment with organizational goals.
- Skill-Based Scheduling Systems: Design and implement systems that effectively utilize agent skills and proficiencies.
- Role Definition: Define agent roles and responsibilities based on their skills and proficiencies.
- Process Analysis: Analyze and measure the effectiveness of scheduling processes, identifying areas for improvement.
- Performance Review: Review projected performance and take corrective action as needed.
- Recommendations: Recommend schedule changes, reskilling, or realignment of agents to enhance overall efficiency.
- Traffic Management: Support vacation time-off requests and review intraday patterns to minimize disruptions.
Requirements:
- Experience: 5+ years of experience in workforce management or a related field.
- Analysis and Problem-Solving: Strong analytical and problem-solving skills to drive data-driven decision-making.
- Communication: Ability to communicate effectively with stakeholders at all levels.
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