Specialist - Workforce Management - BFS

WFM Specialist - Capacity Planner Back office Content Operation

The Workforce Planning team provides the data, analytics, and resource management services to ensure Customer Operations staffing levels are appropriate to handle the needs of the business. This role of provides actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating and space utilization. This role is the key interlock between Customer Operations, Human Resources & Finance.

Responsibilities:

Forecasting & Capacity Planning

- Develop detailed resource models to show headcount utilization and need for major CO delivery team functions

- Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis.

- Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation

- Headcount Reporting & Analytics

- Provide recruitment pipeline requirement

- Position & Head Management

Productivity Tracking - Provide robust measures of efficiency/productivity for each major business delivery team function

Scheduling - Scheduling and shift optimization for Customer Support roles

Stakeholder Engagement: 

- Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs

- Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.

- Develop and produce performance information with which to inform, engage and influence various levels of operational management.

Qualifications:

- Experience in managing a workforce management program, delivering resourcing plans for a variety of support and back office processing functions

- Must have good Communication skills

- Excellent database management skills

- Should have good analytical, Interpersonal skills & Problem Solving skills.

- Should have working knowledge of Capacity plan build and scheduling

- Exceptional communication and stakeholder management skills and experience partnering with senior business leaders

- Experience working in a highly complex global matrix environment

- Deep understanding of workforce planning, tools and methodology

- Understanding of business processes improvement and methods of working

- Strong interpersonal skills with all level of staff with excellent verbal and written communication

- Excellent planning, administration and organization skills

Knowledge & Skill :

- Experienced professional with in-depth knowledge of technical discipline or specialism

- Provides subject matter expertise across sub-units

- Strong understanding of other roles within the function or Business Unit and how they are connected

- Knowledge of relationships between all relevant groups within the company

- Adapts traditional approaches to solutions and applies in different circumstances

- Demonstrates mastery of a specific discipline across a range of related issues

Scope of Impact :

- Leads routine projects with manageable risks and resource requirements

- Provides input to department objectives and goals of a sub-Business Unit or function

- May manage budgets for small projects or programs

- Advises middle management on functional matters, or on interpretation of policies and practices

- May train or mentor professional colleagues

Strategic Planning & Decision Making :

- Makes recommendations that may shape operational strategy

- Determines the nature of complex or undefined problems; independently identifies the best solution from many alternatives

- Escalates higher risk or more unique problems

- Decisions require interpretive thinking and some judgment in developing solutions