AM/Manager - WFM Planner - BPO

JD:

WFM Planner:

Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs working in a multi-lingual / multi-site operation.

- Use available tools/software(s) (e.g. IEX, Blue Pumpkin) to staff appropriately for all channels.

- Provide recommendations on adjusting staffing levels based on future business needs.

- Emphasize & enforce the importance of the CSC Key Performance Indicators & support business processes and decisions implemented by management and the Board.

Identify problems with systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other unit personnel as necessary to resolve issues.

- Manage UCCX skill-based call routing based on Operations requirements/direction.

- Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.

- Ensures compliance with toll system agreement contract.

- Perform other work as required and assigned.

Minimum Skills:

- Flexible, creative problem-solving, anticipates changes and welcomes challenges.

- Strong computer skills that include proficiency in MS Office suite, particularly Excel.

- Knowledge of UCCX/Cisco phone systems/WFM scheduling tools a definite asset.

- Previous experience in a dynamic, fast-changing call centre environment required.

- Proven analytical skills ability to communicate with various management levels.

- Must be able to communicate clearly and effectively with all levels within the organization.

AM Planning:

- Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

- Manage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.

- Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations

- Responsible for the management of call volume forecasting, tracking, and planning

- To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance.

- Work with remote Sitel sites, including outsource partners, in a centralized WFM environment

- Work with real-time team to optimize operational performance on a daily basis

- Long-range forecasts (hiring requirements).

- Provide support in creation of capacity plans, ramp plan, and recruitment plan.

- Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.

- Maintain planned Vs actual forecast details for review with Leadership.

- Monitor performance and optimize operational performance on a daily basis

- Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.

- Oversee scheduling philosophy of schedule assignments

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime

- Oversee intra-day management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

- Responsible for maximizing efficiency and occupancy while meeting service objectives

- Oversee analysis and reporting of employee performance including schedule adherence

- Perform other duties and assignments as directed

Skills Required:

- Team Management Skills for minimum 1 year

- Strong computer skills that include proficiency in MS Office suite, particularly Excel.

- Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.

- Previous experience in a dynamic, fast-changing call centre environment required.

- Proven analytical skills ability to communicate with various management levels.

- Must be able to communicate clearly and effectively with all levels within the organization.