Workforce Planner

5 days ago

Mississauga, Canada Globalwfm Full time
  • Accuracy of hiring plans in terms of forecasting and shrinkages
  • Timeliness of Plans
  • Holding Conference calls with HR and Operations
  • Analytics and data mining
  • Experience: 2-4 years of WFM experience with minimum 1 year as a Planner.
  • Flexible, creative problem-solving, anticipates changes and welcomes challenges.
  • Previous experience in a dynamic, fast-changing call centre environment required.
  • Proven analytical skills ability to communicate with various management levels.

Systems/Tools:

  • Knowledge of UCCX/Cisco phone systems/WFM scheduling tools a definite asset.

Experience:

  • The candidate should have the below pre-requisite qualification(s) that are common across roles
  • Minimum Higher Secondary Education or Graduate
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.
  • Ability to communicate clearly and effectively with all levels within the organization.
  • Should have Call Center / BPO Experience
  • Experience of working on tools like IEX
  • Knowledge of various Call Center Reporting Systems would be a plus
About Position At

Job Responsibilities:

  • Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs working in a multi-lingual / multi-site operation.
  • Use available tools/software(s) (e.g. IEX, Blue Pumpkin) to staff appropriately for all channels.
  • Provide recommendations on adjusting staffing levels based on future business needs.
    Emphasize & enforce the importance of the CSC Key Performance Indicators & support business processes and decisions implemented by management and the Board.
  • Identify problems with systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other unit personnel as necessary to resolve issues.
  • Manage UCCX skill-based call routing based on Operations requirements/direction.
    Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
  • Ensures compliance with toll system agreement contract.
  • Perform other work as required and assigned.
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      About Us

Global Workforce Management Professional Chartered Body is the 1st WFM Professional Chartered Body in the world. “GWFM Professional Chartered Body is the 1st One to dedicate “International WFM Professionals Day” as on 27th June”.

Global WFM INDIA
A-405, Shreem Brezee, Vasanthapura Main Road , Bangalore 560061, India.

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