Summary
The Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts by analysing trends, modelling AHT, Attrition, Shrink, Forecasting assumptions and interpreting future client needs. They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partners.
Description
Job Responsibilities:
- Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
- Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
- Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
- Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
- Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
- Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
- Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
- Implementation & transition of new projects. Should possess skills in developing & coaching team members.
- Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
- Implements productivity and revenue increase by driving efficiency and other related initiatives.
Essential Criteria
- client facing experience
- Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
- Hybrid model WAH & Samco site (5th settlement city)
- Must have been in scheduling role for at least 10 Months.
- English B2
- knowledge with IEX scheduling
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
- Ability to plan well and set priorities based on need
- Background of Call center experience
- Good decision-making skills
- Excellent written and oral communication skills required to interact with all levels of management & client representatives.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Maintain confidentiality.
Desirable Criteria for the External Applicants Only (outside Concentrix)
In addition to the above, needs to have:
- WFM background (Scheduling and RTA) and knowledge with MS Excel
- Experience with other WFM tools such as Teleopti, Genesys, etc.
