Workforce Planner and Scheduler

Workforce Planning and Scheduling Specialist

This is a specialized workforce management role responsible for analyzing and validating forecasted volume and building staffing/scheduling plans to incorporate and/or meet business unit plans, productivity, and service objectives.

• Create and optimize schedules to maximize efficient utilization of resources through schedules that have been released/created in the most cost-effective way, i.e., holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
• Ensure that all exceptions and future changes are logged in the Work Force Management tool or template in a timely fashion, if possible before the event, and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.
• Understand key metrics and financial drivers for all contracts and use this knowledge to drive performance improvements without losing focus on the employee (front liner) satisfaction through reduction in burnout and over utilization.
• Ensure adequate staffing throughout the service time and hours of operation at the micro level and act as whistle blowers for Overtime continuity and highlight gaps in the systems to be addressed quickly.
• Own the management of skill matrix, new hire, leavers & internal transfer processes including contacting HR, Planning, PMO, Ops, and updating WFM system(s) in a timely manner. Also track training batches and learning curve for New Hires including proficiencies and throughput.
• Maintain agents & campaigns annual leave and update the WFM system with regular audits, ensuring that vacations, holidays, and leaves are spread suitable across the year.
• Act as gatekeeper for Attendance, Schedule Adherence, conformance, and compliance also indicate the performance and opportunity to leadership and operations and continuously improvise the scheduling metrics.
• Generate intraday forecast for all levers and matrix by analyzing intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements also study historical trends and actual shrinkage to change & adapt scheduling plans; Ensure highest scheduling efficiency and reduce inflexibility through various scenarios proposal and implementations.
• Identify opportunity and always provide creative suggestions to boost the scheduling framework and promote the independent way of working without losing the team spirit and organizational target sight.
• Plan team activities such as meetings, trainings, and coaching sessions and understand that front liners get the most preferred schedule and flexibility though business still achieve the desired SLA.
• Participate in team meeting/ops meeting to understand the project objectives, seek relevant clarifications, and respond appropriately to client queries.
• Provide the root cause analysis, Daily Insights, gap analysis for various frequencies, and lead the intraday planning meetings/presentations to get everyone onboard with the tactical changes and decisions.
• Act as a strong team player and provide support to RTM and Planners to ensure that WFM ecosystem is well supported and work efficiently together. Create templates and design new systems to improvise the scheduling functions' productivity and does not hesitate to automate the repetitive task.
• A research-oriented individual and always willing to learn new tech and maximize the use of AI and Machine learning to contribute in the success of organization and team through new ideas and innovate systems of managing the controllable.
• Switch gears as per need of hour and suggest the best possible way of scheduling, managing, and controlling the performance and always ready to jump in at the real-time level to meet current business levels/needs (e.g., re-skilling, real-time skill management).
• Provide insight to infra planning team and leadership by generating/maintaining the floor plans, seat requirement, and seat utilization reports.
• Responsible to do the ocular inspection on floor and highlight the opportunity to expand, shrink, or maximize the company infra (e.g., Seats, desk, systems, tools).
• Provide suggestions to improvise the infra utilization (seats, systems, meeting rooms, training rooms etc.) also implement strongly the guideline and leadership inputs.
• Write account level speciation, create training documents for the new/existing teams, and take part in WFM process strengthening.
• Provide training to other team members and be a role model in the WFM.
• Drive Six Sigma methodology in the execution and raise standards of scheduling, planning, and reporting.