Resource Allocation Manager
5 days ago
In this exciting role, you will have the opportunity to leverage your analytical and problem-solving skills to drive operational efficiency within our organization.
About the JobWe are looking for a highly motivated and detail-oriented Workforce/Resource Planner to join our team. If you have a passion for process improvement and are confident in your ability to analyze complex data, we want to hear from you.
Responsibilities- Develop Staffing Plans: Create and implement optimal staffing plans using forecasts and other staffing assumptions to achieve contractual goals.
- Publish Weekly Reports: Publish finalized staffing plans every week after discussions with stakeholders and considering business dynamics and customer requirements.
- Manage Requisitions: Manage manpower requisitions that come out of weekly staff plans and track their status to ensure timely hiring, training, and go live.
- Analyze Data: Forecast volumes, AHT, and Shrinkage based on historical data, taking into account seasonality and trends. Compute optimal staffing using forecasts and other staffing assumptions to support contractual goals.
- Establish KRA Targets: Establish Key Result Area targets for the team.
- Two+ years of workforce management experience in a contact center environment.
- English proficiency.
- Strong verbal and written communication skills; able to communicate clearly, constructively, and professionally.
- Ability to be customer-oriented in managing communications and issues.
- Strong analytical skills; able to interpret data, identify trends, and suggest improvements.
- Ability to develop trust and professional rapport with employees and team members; work as a team player.
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