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Make a difference by joining our team as a Forecast and Planning Manager working in US hours (7:30pm-4:30 am IST). This is a homeworking role in which you will have the opportunity to grow and develop your career within Webhelp, a leading global business process outsourcer (BPO) committed to your career success and development.
Join our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
In this WFM capacity planning role, you will be leading expert capacity planners, forecasters and clients to deliver solutions through collaboration. Take this opportunity to advance your career and apply today.
What you’ll be doing
- Overseeing and maintaining the Workforce Management (WFM) Platform utilised for forecasting and scheduling
- Ensuring that forecasts and schedules are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance within the contact centre services’ process
- Maintaining an understanding of initiatives that impact workload and make adjustments accordingly
- Ensuring forecasts and reports are timely, accurate, and consider changes to the business
- Providing analysis, thought leadership and strategic consulting with relevant leaders by considering enterprise initiatives, trends, etc. along with HC contact centres' capabilities
- Recommending performance solutions related to department operational areas
- Analysing, identifying opportunities within the Workforce Department and the contact centres and providing real-time information, solutions, etc.
- Formulating recommendations based upon analysis, data and input from users and departmental management
- Ensuring colleagues, team members and employees understand how the tasks they perform support the workload planning, scheduling activities and contribute to the success of the contact centres
- Working with Workforce Teams in problem-solving, trouble shooting and issue resolution
- Performing system administration duties as needed for the Workforce Management system, Schedule Planner, Real-Time Adherence, etc.
- Leading and facilitating corporate level projects, teams and initiatives building staffing strategies that support multi-site, multi-skilled contact centres
- Providing ongoing analysis of available shift offerings, staffing requirements and time off allocations
- Collaborating with other analytical groups within the organisation to share information as needed
- Managing capacity planning and recruitment training to ensure maximisation of revenue and business growth
What you’ll need
- Graduate or post graduate
- Minimum 7 years’ experience in a contact centre environment
- At least 5 years’ experience in a forecasting, capacity planning, scheduling or real-time role
- Excellent understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Excellent communication, presentation, mathematical, logical, analytical and problem-solving skills
- Knowledge of MS Excel, Teleopti, IEX, Aspect and Blue Pumpkin
- Exposure to multiple forecasting techniques
- Advanced MS Excel skills
- Ability to manage, co-ordinate and balance multiple and varied projects in a time-sensitive environment
We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity to shine in our collaborative team of game-changers today.