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Manager - Planning and Forecasting(WFM)

2 weeks ago

Mumbai, Maharashtra, India Golden Opportunities Full time

Job Title: Manager - Planning and Forecasting(WFM)

Location: Pan India

Candidate Specifications:

Candidate should have 8+ years of experience in Business Planning.

Knowledge and application of planning theories and forecasting methods e.g. Regression techniques and Planning specific software

Good knowledge of workforce management processes and principles. Resource Planning.

Job Description:

Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests

Identify behavioural operational issues/trends that impact on profitability (i.e. available time, schedule adherence) and work with General Managers, representing Planning on the Client Action Team, to address such issues developing continuous improvement strategies that optimize the profitability of clients

Work with General Managers to ensure that contracted service levels are met by improving schedule efficiency, utilization, adherence and productivity and proactively identify service delivery issues working with General Managers, Operations Managers and the Client (where appropriate) to resolve issues/amend contract commercials assisting in the achievement of adherence.

Analyze client specific information, such as long-term forecasts and call routing strategies between clients own and call centers to improve the efficiency of their business through better utilization of their resources

Work with General Managers, Operations Managers and Clients to set, achieve and maintain the Dialer strategy, improving performance and ensuring that comply and maintain compliance with Ofcom regulations e.g. abandon rate targets

Influence and assist General Managers in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations.

Manage, motivate and develop a team of up to 10 direct reports with overall responsibility for management of a larger team of Planning specialists to ensure delivery of high quality output

Manage redeployment processes and utilization of resource across the business to ensure optimum business efficiency

Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budget and/or reforecast

Formulate actual and future resource requirements to support business decisions around training and recruitment

Responsibility for authorizing planning aspects for client areas to enable accurate billing to take place

Accountability for accuracy of client's capacity (FTE & Space) plans and scheduling accuracy

May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Staffing/seating requirements for existing units, new units and new Bids

Re-deployment of staff between units (may be due to decrease/increase in business)

Strong analytical and organization skills, including trend analysis

Proficient with time management

Ability to plan, prioritize and organize effectively / detail-oriented.

Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities

Nature of commercial deals

Delivery of calls from client