Contact Center Resource Planning Manager The Contact Center Resource Planning Manager would be expected to manage and develop a workforce planning and capacity management framework for all Contact Centers operating in Mercer O&amp;T, aligning these models against MI/forecasts/budgets, highlighting common data driven outliers / trends, improve service level planning and support a data driven improvement agenda. Role &amp; Responsibilities : - Responsible for analyzing Contact Centre MI. Service level planning, highlight common trends, spotlights and challenges - Responsible for Resource/Workforce planning, and alignment against Global CCM KPIs + forecasts + budgets - Long and short term forecasting. Undertake regular gap and trend analysis on resource levels. Carry out long-term workforce plans to continue grow while improving cost effectiveness / finance margin. - Co-ordination with Contact Centre management for day to day management - Coordination with Leadership for resource and service delivery. Responsible for coordinating workload calibration sessions with Leaders across all Geographies. - Identify pockets of lean and stretch in capacity and report to Leadership; Track if teams have the right supervisor and support ratios - Collating MI from multiple systems (e.g. CCaaSS - Five 9, Odigo; Scheduling Systems; CRC systems), processes, inputs and outputs, having work knowledge of personal regulatory requirements Eligibility : - Bachelor's degree. Post-graduation or equivalent preferred - 10+ years of experience - Hands on experience in contact center management, including scheduling, real time queue management and forecasting/planning. - Working experience on scheduling and WFM tools like Aspect, Five9 etc. - Knowledge of power BI skills

Gurgaon/Gurugram

Noida

 Marsh & McLennan - Manager - Contact Center Resource Planning  

 Marsh & McLennan - Manager - Contact Center Resource Planning   ,Job Description for  Marsh & McLennan - Manager - Contact Center Resource Planning   in MMC in  Gurgaon/Gurugram Noida for (10-12) years of experience. Apply Now!

Job Description for  Marsh & McLennan - Manager - Contact Center Resource Planning   in MMC in  Gurgaon/Gurugram Noida for (10-12) years of experience. Apply Now!