Position Details: Workforce Manager (Planning Manager)

Overview of duties and responsibilities

• Owns Forecasting process

• Owns Long-term planning process

• Oversee Short-term planning process

• Oversee Schedule Adherence Management

• Intraday Performance Reporting and Solutions Management

• Peak Seating Management

• Learning and Development of the Planning Team

• Responsible in improving Planning and Scheduling processes across Customer Ops teams, and proper documentation

• Process Improvement (where it applies, i.e. break schedules, shrinkage management, etc.)

• Performs analysis to identify root cause of declined/missed performance and recommend mitigation actions through planning and scheduling

• Responsible for HR related deliverables of the Planners, i.e. hiring and disciplinary issues, performance reviews, regularization, etc.

• Oversees Planning Team coverage across sites

• Acts as the secondary point of escalation for issues/concerns of Operations related to Workforce and Reporting Management

Requirements

• Bachelor’s Degree focus in Information Systems/Statistics/Math preferred

• Prior experience in a BPO or Shared Service Centre

• 5+ years of experience on Real-Time Monitoring, Reporting and Planning

• 2+ years of supervisory or managerial role

• Solid background on WFM policies and procedures

• Excellent verbal and written English communication skills

• WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.

• Solid Scheduling background

• Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.

• MS Visio background for flowcharts and program schemas

• Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.

• Data mining skills