Resource Planner

22 hours ago

Ahmedabad, Gujarat, India Upman Placements Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Responsibilities:

  • Analyze front office and back office volume projections; service metrics targets versus current

performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and

service level to give recommendations on how to better maximize resources.

  • Ensures that service level targets as well as other program/client targets are met through proper

forecasting of workload

  • Validate client forecasts and requirements for trends and compliance with contractual

agreements.

  • Serves as subject matter expert and WFM liaisons for specific programs and coordinates with

Operations to ensure consistent business/operational goals

  • Responsible for FTE forecasting in order to meet targets based on call volume, or back office

volume projections subsequently coordinating the established targets to Operations (Account/

Ops manager and Director).

  • FTE conversion for the different weekly working hours within the different sites/geographies
  • Projects seating requirements per program based on current manpower and upcoming/existing

business needs

  • Works with Strategy COE to support Global Seat Planning process with the goal of maximizing

agent to seat ratios for the companyRole & responsibilities


• Manages long term forecasts and capacity utilization, costs and all resource planning functions

for designated programs/accounts of the company, ensuring that all workforce management

strategies are met.


• Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI

goals and maximize efficiency


• Maintains capacity planning files and documents according to standard operating procedures

and quality expectations.


• Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle

times, improve error rates, and increase added value.

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