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Workforce Capacity Planner/Forecaster

3 months ago

Metro Manila, Philippines Carelon Global Solutions Full time
  • Candidates with experience in Forecasting, Statistics Analysis, and Reporting
  • Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends.
  • Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition.
  • Develops staffing models which are utilized by Finance during the budgeting process.
  • Maintains numerous staffing models which may include multiple business units.
  • Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).
  • Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
  • Predicts future impact on call drivers
  • Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.
  • Develops a long-term service level plan with specific actions based on gaps identified by the model.
  • Meets with management to review staffing models and to make improvements on future forecasts.
  • Designs, builds and maintains databases and/or spreadsheets tracking key service statistics. Determines long-term needs and loads the forecast into the WFM system.
  • Serves as expert on WFM software and may be point of contact for systems related issues. 

     

    • Candidates with at least 1 - 2 yrs solid experience in Forecasting or Capacity Planning, Data Analysis, and Reporting
    • Preferably with experience as a Real Time Analyst and Scheduler as well
    • Candidates will work onsite once a week
    • Sign On Bonus awaits qualified applicants
    • Qualified candidate that can start ASAP is an advantage