Islam Said Ali

Workforce Capacity Planning ManagerFull Time

• Job Details:Provide COE LOB key stakeholders specific short-term and long-term strategic capacity plans that reflect forecasted volume, shrinkage, and staffing requirements. • Consult and team with LOB leaders, program team, site-ops, recruiting, finance, business planning and training on resource planning. • Proactively provides transformational advice, key insights and solutions to resolve staffing and volume concerns. • Maintains in depth awareness of all upcoming LOB forecasting changes and upcoming initiatives, in order to maintain proper capacity to maintain successful SLA's. • Generates timely hiring plans suggestions that reflect workload requirements based on provided forecasts. • Maintains seat maps and optimizes seat utilization for all LOB's. Teams with key stakeholders and makes proactive recommendations when needed. • Provides analysis and areas to improve shrinkage, occupancy and handle times to key stakeholders on current LOBs. • Maintains ongoing HC planning meetings with key stakeholders to keep pulse with upcoming team movements, attrition, and suggesting hiring when needed to maintain plan. • Works in parallel with WFM strategy, business planning and forecasting teams to plan for upcoming changes in volume or strategies. • Conducts ongoing validation of capacity model utilizing seasonality and COE behavioral trends. • Works with WFM scheduling team ensuring proper staffing to cover hours of operations and arrival patterns. • Point out where over/under staffing areas and provide recommendations and actions based on team skills to finally have an applicable plan to maintain the Q • Initiate the need for hiring including the rational and the calculations requirements, coordinate with hiring managers and recruitment to start the process. Coordinate with WFM leadership to approve the process at the end • Provide regular "What If" solutions to requirements • Provide continuous inputs to the business planning team about requirements and volume changes

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