12/01 Paridhi Dhoundiyal
Senior Talent Acquisition Manager at MMC

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Marsh & McLennan - Manager - Contact Center Resource Planning (10-12 yrs)

Gurgaon/Gurugram/Noida Job Code: 881152

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&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 & 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

Women-friendly workplace:

Maternity and Paternity Benefits

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