Manager/Senior Manager - Workforce Planning/Capacity Planning - BPO

Roles and responsibilities : 

- Launch Capacity/WF tools for processes across all TRMS sites

- Review, track and improve forecast data and hiring plan.

- Prepare and roll out optimal schedules for a given forecast data (meet volume requirements, SU, mentor/lead span requirements etc.)

- Determine scheduled capacity. Identify gaps and prepare and communicate mitigation plan (cross-training, OT, overstaff blending, schedule/skill modifications).

- Work with Ops team to get headcount, skill, IPH, NPT, offs, leaves, OT etc. data up to date in the tools and track the execution of the mitigation plans.

- SLA tracking. Risk assessment and BCP

Report outs/Dashboards :

- Scheduled Capacity and forecast

- Incoming versus forecast

- SLA performance/misses; drivers and action plan

- Resolve versus capacity

- Utilization, occupancy, productivity, OT, NPT, shrinkage metrics and their variance from goal.

- Optional/ Mandatory off planning (identify allowable shrinkage, back-up plan). Update plan based on changing requirements.

- Work with Forecasting team to improve forecasts and HC plan. Identify HC requirement to achieve tighter SLs.

- Process/Tool improvements and automation

Preferred Qualifications :

- Any Graduate having 10+ years of work experience in an MNC BPO and currently working as Manager / Senior Manager WFM.

- Experience in handling WF and capacity management responsibilities.

- Experience in project management; leading, driving change and influencing change

- Analytical Mindset; Metrics and data orientation

- Proficiency in Excel/ other MS Office tools

- Knowledge of SQL/SAS is a plus

- Problem solving and idea generation skills.

Interested candidates can apply or call us @ 040-40101210/11.