WFM Planner

Overview

The Workforce Planner is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc.)

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level.
• Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
• Review with Operations the full 13-month forecast at least once a month.  During ramp or when targets are not being met a weekly or biweekly meeting is required

Qualifications

REQUIREMENTS:

• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment (supported back office accounts experience is a plus)
• At least 1 year Intraday management experience
• Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS, (Verint Impact 360 is a plus)
• Ability to work a flexible schedule (graveyard/shifting schedule)