Coordinator, Work Force Planning

19 hours ago

Thane, India Accurate Background Full time

** **Support organizational capacity planning needs by managing short and long-term volume forecasts and staffing model results
- Meet with management to review staffing models and future forecasts; make recommendations for improvement as needed
- Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler functions, to support efficient scheduling
- Ensure reports showing key efficiency, performance, and quality metrics are accurate and available
- Analyze and forecast real-time patterns for multiple agent skills associated with varying call types to drive efficiency and productivity
- Identify, evaluate and report call center trends and differentiate between workflow, technical, external, or staffing
- Support a team environment through regular contact, communication and meetings with staff and the management team
- Review reporting and communications to ensure accuracy and clarity

**Requirement**:

- Experience creating and managing staffing models and staff schedules for multi-channel contact center organizations
- Familiarity with standard contact center workforce management tools, experience with RingCentral/CXOne specifically is a plus
- Intermediate Excel skills
- 2+ years of demand forecasting, capacity planning, and scheduling experience
- Experience developing and generating call center workforce plans, analysis, and schedules to maximize efficiency
- Experience with contact center scheduling and workforce management solutions
- Strong decision making, complex problem solving, and excellent communication skills
- Ability to build genuine relationships quickly
- Ability to prioritize and meet tight deadlines
- Accustomed to making sound and timely recommendations based on diverse data
- Intermediate skills using the Microsoft Office Suite

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