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Job Description
- Generates short and long-term staffing models and provides recommendations based on analysis, incorporating all known influences, e.g. marketing activity, holidays, etc. & presents the resource plan to meet business KPI
- Create, and publish in advance, efficient agent rostering, compliant with local labor laws, ratios, and shrinkages to maximize resource utilization to meet targets.
- Able to track AHT from systems and analyze resource utilization efficiency.
- Utilize this data for capacity planning across all teams & functions on regular basis.
- Create & publish the leave management & training allowances for site & programs. Create the annual leave requirements in line with seasonal forecasting and reporting, working with center managers on gaps
- Create & execute WFM plan to and protect service levels at times of high call volume whether through airline disruption, planned IT implementations, marketing activity etc
- Support Adhoc projects when needed and liaise with other departments as required.
- Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team.
Job Requirements
- Bachelor’s degree with a minimum of 2 years of WFM experience.
- Excellent knowledge of workforce management calculations, technologies, and key performance indicators
- Strong data analytical skills.
- Excellent computer literacy (MS Office package) with a strong focus on Microsoft Excel
- Proficient in WFM tools
- Salesforce knowledge/experience is an advantage
- Highly organized and can work independently as well as with a team
- Ability to multi-task in a fast-paced environment
