Resource Planning Specialist, Workforce Management Expert
7 uur geleden
The Resource Planning Specialist is a critical role that requires a unique blend of analytical and operational skills. As a key member of our CS Workforce Management team, you will be responsible for creating schedule requirements that meet customer demand, while ensuring the reliability and quality of underlying data.
Key Responsibilities- Develop and allocate macro-level schedule requirements across multiple sites, languages, channels, and partners, ensuring data accuracy and reliability.
- Measure and incorporate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
- Collaborate with BPOs to assign agents to schedules based on customer contact arrival patterns, accounting for seasonality, multi-channel capabilities, and unique market nuances.
- Identify opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
- Work closely with internal and BPO partners to ensure efficient operations and create a foundation for delivering short wait times and operational excellence.
- BA/BS degree or equivalent work experience.
- 3+ years of workforce management and/or back-office operations management experience in a diverse support environment.
- 2+ years of experience developing schedules and other resource planning outputs in a workforce management platform.
- Strong analytical and problem-solving skills, with the ability to communicate effectively with various levels of the organization.
- Demonstrated ability to multi-task and re-prioritize accordingly.
- Experience in contact centers.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
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