Planning and Scheduling Advisor

18 hours ago

Chennai Tamil Nadu, India NTT DATA Full time

**Role Responsibilities**: - Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts. - Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems/Excel. - Forecasting volumes calls/inventories and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 50000 calls per month. - Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.) - Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs - Performing real time monitoring of the call representatives on call status and assisting reps with questions. Assisting management with floorplan creation as well as determining desk moves on a regular basis. **Required Skills**: - 10+ years of experience in inventory management for back office and call center process. - Should have experience in forecasting and planning for health care process. - Strong experience in effective resource planning, Good knowledge of work force management tools. An in-depth understanding of manual forecasting methods and formulas. - Strong communication, collaboration and influencing skills to work with clients and senior leadership. - Previous examples of where you have managed projects end to end. The ability explain complex information in an easy to understand manner and generate "buy-in" from key stakeholders to further your department. - 3+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts. - 3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards - 3+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.

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