Resource Planning Manager - BPO/ITeS

Description and Requirements:

- A resource planning analyst is responsible for analyzing & forecasting of workloads, providing staffing needs to meet those demands.

- This person will work with stakeholders and data sources to recommend on-going staffing plans and team structures across the locations.

- We are looking for a passionate, analytical and technical person who will relentlessly dive deep, improving the accuracy and efficiency of the planning process""

What you will do :

- Proper forecasting of workload and recommend appropriate staffing plans.

- Provides direction and recommendations on staffing plans and expansions to senior management and operations team on a regular basis ensuring service level expectation and operational effectiveness is achieved.

- Responsible for a complete workforce analysis (WFM) for all business activities.

- Provides workforce analysis on agent, seat, and efficiency expectation for current operations and new business opportunities.

- Responsible for supporting special projects requiring workforce analysis.

-Responsible for making complex decisions which can impact the overall performance of the global enterprise.

- Manage FTE forecasting to meet targets based on work volumes.

- Projects seating requirements per program based on current workforce and upcoming/existing business needs

- Track attrition and service level to give recommendations on how to better maximize resources.

What we're looking for :

- 5-10 Years of experience in "Resource planning & Workforce Management".

- In depth Knowledge of WFM processes and principles (staffing projections, scheduling, service level analysis, metrics monitoring).

- Hands on experience in establishing & successful implementation of an effective WFM & Resource planning process.

- Ability to evaluate information gathered from multiple sources, reconcile conflicts and draw conclusions.

Qualification & Skills :

- Bachelor's Degree in Engineering, Mathematics, IT, or finance.

- Excellent communication (verbal and written) and interpersonal skills.

- Advanced Excel skills

- Strong problem solving and troubleshooting skills.

- Ability to build scalable analytical models.