ociate Manager - Research Planning

Job Description:

• Support the Team:
  • Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.
  • Assists in providing staffing requirements for all new and existing businesses. Prepares shortterm and longterm staffing projections using optimal staffing plans

• Uphold Performance Metrics : Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements
• Take the Lead : Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring training and go live
• Plan Ahead: Responsible for forecasting volumes AHT and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals
• Set the Path to Success: Setting the KRA targets for the team while

Qualifications:

• Two years of workforce management experience in a contact center environment
• English proficiency
• Strong verbal and written communication skills; be able to communicate in a clear constructive and professional manner
• Ability to be customeroriented in managing communications and issues
• Strong analytical skills; be able to interpret data identify trends and make suggestions for improvements
• Ability to be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer
• At least one year of experience as an Resource Planner/Capacity Planner experience
• Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
  Strong knowledge of MSExcel
• Ability to communicate / present with various levels of stakeholders
• Good knowledge of WFM concepts
• Good analytical skills
• Ability to identify and understand trends and patterns
• Knowledge of multiskill/site/vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage

Nonnegotiable Qualifications:

• Good comms and good to excellent excel skills
• Has experience yet on creating full blown schedule shells
• Tool knowledge on using NICE IEX tool.

Remote Work :

No