Offer description

The Sr. WFM Planner will ensure that resources are managed efficiently and effectively to optimize the use of resources to achieve performance targets: determine resource requirements for all campaigns and lines of businesses dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable while meeting service standards

Key Responsibility Areas:

Accurately prepares forecasts for call & non-call workloads and resources, monitoring drivers against business change & developing models to improve accuracy:

a. Short, mid and long-term Forecast;

b. Interval Forecast (per 30 minutes or 15 minutes);

Normalizes volume (removes anomalies and seasonality) to ensure that instances are taken out that should not be incorporated in the forecast;

Based on Contact Center trends, generates staffing requirements for Long Term, Hiring and Training and Short Term, and consistent delivery of accurate staffing forecast;

Provides recommendations for required HC based on forecasted volume or target hours, determines handling capacity;

Schedules resources/agents in order to maximize SLA performance and ensures labor law of each location is followed.

Plans and Schedules staff duties according to skill sets based on 15 minute or 30-minute intervals in order to ensure that resources meet forecasted business demand profiles and that Contact Management is staffed to be operationally effective on specific hours of operation. This includes managing the production of schedules for those on Full time and Part Time contracts, ensuring that all legislative requirements are met, and that fair rotation of preferences is applied;

Creates and manages shift schedules and other activities for the employees handling contacts with the compliance of the Labor rules of each site supported;

Presents the Plan to internal Operations Leaders and open for revision if needed;

Create/prepare/manage Anticipated Performance Report file;

Qualifications:

Bachelor’s degree preferred but not required

Available to work onsite.

Good spoken and written English skills

Min 2 years of experience in WFM, with minimum 1 year experience in any WFM planning roles, esp. capacity or resource planning and forecasting

Excellent Microsoft Excel skills, i.e., high level of proficiency in creating WFM templates, pivot tables, and executing various function

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience
• Language(s): English
• Availability to travel: Yes
• Availability of change of residence: Yes

July 29

About Conectys

Conectys is the market leader in Multilingual Outsourcing Services. Our range of services include Customer Service, Technical Support, Content Moderation, Virtual Assistant, Network Operations Centre, Document Processing, Data Research Services, Risk Compliance and Know Your Customer services.
We offer all our services in over 35 languages, including but not limited to English (American/British), German, French, Spanish, Italian, Russian, Polish, Slovakian, Czech, Bulgarian, Hungarian, Gree...

Conectys is the market leader in Multilingual Outsourcing Services. Our range of services include Customer Service, Technical Support, Content Moderation, Virtual Assistant, Network Operations Centre, Document Processing, Data Research Services, Risk Compliance and Know Your Customer services.
We offer all our services in over 35 languages, including but not limited to English (American/British), German, French, Spanish, Italian, Russian, Polish, Slovakian, Czech, Bulgarian, Hungarian, Greek, Turkish, Portuguese, Arabic, Romanian, Dutch, Flemish, Swedish, Norwegian, Finnish, Danish, Chinese, Japanese, etc.. Our language coverage makes us especially strong in EMEA, APAC, and the Americas.
We service all industries and we have particular strength in the Gaming and Entertainment, Consumer Electronics, Telecommunications, Healthcare and Pharmaceutical, Online Commerce, Travel and Hospitality, and Financial industries.