Resource Planning Analyst
Posted on :
27-05-2021
Employer Active
1 Vacancy
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Job Description
• Analyzing the workload volumes to understand the traffic trends of various arrival queues (Calls, Work orders, Tickets, Emails...etc.)
• Utilize WFM software and planning tools to generate the traffic forecast, create optimized agent schedules and plan offline activities to ensure adequate daily resource coverage
• Generate short and long-term staffing models and provide recommendations based on analysis.
• Track on daily basis the shift adherence for all regional resources and monitor the shrinkage trends.
• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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