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· Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
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· anage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.
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· Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations
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· Responsible for the management of call volume forecasting, tracking, and planning
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· To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance.
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· Work with remote sites, including outsource partners, in a centralized WFM environment
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· Work with real-time team to optimize operational performance on a daily basis
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· Long-range forecasts (hiring requirements).
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· Provide support in creation of capacity plans, ramp plan, and recruitment plan.
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· Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.
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· Maintain planned Vs actual forecast details for review with Leadership.
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· Monitor performance and optimize operational performance on a daily basis
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· Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.
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· Oversee scheduling philosophy of schedule assignments
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· Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime
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· Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
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· Responsible for maximizing efficiency and occupancy while meeting service objectives
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· Oversee analysis and reporting of employee performance including schedule adherence
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· Perform other duties and assignments as directed
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