Skillset and Criteria
- Should have knowledge and experience in RTA, scheduling, capacity planning, billing*
- Candidate should have knowledge of scheduling based on workload method and Erlan-C
- Candidate should have detailed knowledge of capacity and manpower planning along with client handling experience for capacity calls, should have knowledge of PCM , FTE and hourly billing.
- Provide end-to-end Work Force Management Support to Operations and support functions.
- Adjust workforce requirements based on changing / energetic forecasts; reforecast when necessary.
- Establish and maintain communication channels regarding events that impact call and claim volumes
- Responsible for all aspects of Data management including Data Analysis, SLA performance management, Insight development
- Creating and publishing intra-day, weekly, monthly, quarterly and ad-hoc reports that give a representation of the performance with actionable insights
- responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.)
and- working with the leadership team to validate the planning assumptions and volume forecast
- Formulate recommendations based upon analysis, data and input from users and departmental management
- Maintaining a close working relationship with all departmental leadership in developing staffing strategies
- Advise process owners, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis.
- Partner with process owners regarding Capacity planning based on actual experience and trend analysis and implement necessary tactics to achieve service targets.
- Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change w