Business Process Review

4 days ago

Mumbai, India MMC Corporate Full time

**What can you expect**

We are looking to hire a **Contact Centre Resource Planning Manager **in Global Metrics team. This position is responsible for End to End Contact Centre planning that includes demand Forecasting, Capacity Planning and Budgeting. The planning manager is responsible to ensure the smooth running of the planning function and for managing a diverse team of planners. The planning leader would be responsible for generating/driving efficiencies in the contact centre operations.

**We will count on you for**:
**Duties and Responsibilities**:

- This position is responsible for establishing procedures and processes and implementing the industry standard best practices in the forecasting and planning functions.
- This position is also expected to function as the one stop data solution for all things that require usage of data. It would involve automation of data models and MI, and also would be formally responsible for identification of improvement opportunities based upon in-depth analysis of the available data.
- Need to be able to manage and motivate a diverse of planning resources.
- Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
- Regularly review team procedures and process flows.
- Participate in special projects as needed and Should aim at reducing costs, improve service levels, optimize customer satisfaction
- Lead daily, weekly and monthly staff and operational meetings as r equested.
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns
- Partner with various business verticals to enhance WFM support in newer and unexplored disciplines
- Review weekly staff plan with recruiting, operations, finance and executive leadership

**What you need to have**:
***_Knowledge & Skills:_**
- Experience in WFM Tool Verint/Teleopti/Community/Odigo
- Excellent verbal and written communication skills
- Able to build a positive work environment across sites and influence leaders outside of direct responsibility
- Problem solving skills and attention to detail
- Strong verbal and written communication and analytical skills

***_Eligibility:_**
- Minimum of 10 years BPO/WFM industry Required.
- Experience in WFM Tools such as Verint, Teleopti, Odigo is great to have.

**What makes you stand out (Additional Skills & Competencies Needed)**
- Adaptable communicator, facilitator, influencer and problem solver
- High attention to detail
- Good relationship skills, Proven ability to work on own initiative as well as in a team
- Adaptable communicator, facilitator and problem solver
- High attention to detail
- Ability to multi-task and prioritize time effectively

**Disclaimer**
- Please note that the relocation assistance shall not be provided for the said position

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