Assisstant Manager - Work Force Management - Capacity Planning/Forecasting & Scheduling Tasks

Assisstant Manager || Work Force Management || capacity planning, forecasting, and scheduling tasks

KEY RESPONSIBILITIES:

- Workforce planning and optimization

- Define operational forecasting by generating predictive analysis using Data Science methods.

- Formulate mid to long term staffing plans for all of Operations.

- Evaluate optional plans by identifying outcomes and service level impacts.

- Help refine and improve accuracy of existing staffing plans.

- Evaluate and document process and process evolution.

- Adhere to all planning process requirements.

- Drive best practice sharing, efficiency increases, global standard setting and harmonization.

- Provide support for business cases calculation and budget assumptions.

- Execute operational plan based on the Strategic plan defined with Business Leaders (operations) and track their deliverables.

- Analyze the impact of volume, AHT and shrinkage on staffing requirement.

- Maintain operational forecast variance to plan.

- Advise on staffing needs and performance issues impacting service levels to the WFM and Ops head in a timely manner.

- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on LOB requirement and internal capacity plan numbers.

- Assist WFM and Ops head with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers.

- Establish a professional and collaborative working relationship with the Local team and Global team.

- Maintain flexibility regarding requests and actions assigned to meet the needs of the Ops.

- Work within multidisciplinary teams across both Local and Global to execute project deliverables.

- Communicate and celebrate success and achievements.

- Design, maintain, analyze, and deliver various reports.

- Develop sophisticated programs and queries to automate the gathering, transportation, and delivery of forecasting data and in a variety of formats for a variety of applications.

- Collaborate with Reporting team to review reports or data sources to ensure accuracy, integrity, appropriate interpretation, and high data quality.

- Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.

- Understand new system changes as they affect data, reports, and reporting systems.

- Extract data and manipulate/calculate/format it into presentable reports, charts, and graphs for management use.

- Analyze data and reporting solutions to understand business impact, correlations, discrepancies, and to propose changes/alternate solutions.

- Utilize various business intelligence software platforms and source systems to build dynamic reporting and analytical tools.

Requirements gathering and business contact throughout organization:

- Participate in requirement gathering sessions, liaise with stakeholders, and document user requirements.

- Transform OPS management requests into technical requirements to ensure accuracy of the results.

- Provide training and documentation to all facets of the organization on self-serve reporting, data governance and KPIs

- Manage intake and prioritization of requests for reporting and analytics.