Manager-Planning

Overview

Manager-Planning responsible for end-to-end resource and capacity planning across geographies and programs, translating forecasted demand into workforce supply and managing the headcount forecasting process.

What you'll do

• Forecast processing time, shrinkage, attrition and other required metrics as inputs to the capacity management process using standard capacity planning tools and analysis.
• Translate demand into workforce supply for long, medium and short term, managing a capacity planning model that performs sensitivity analysis on historical data and builds supply scenarios.
• Build and maintain operational functions capacity plans and manage capacity plan reviews with Ops leads.
• Coordinate the global use of the headcount forecasting system, ensuring data accuracy and stakeholder understanding; act as point of contact.
• Prepare FTE financial submissions, reviewed quarterly on cost.
• Manage project requirements within capacity plans and perform ad hoc sizing activities for new business.
• Act as the primary liaison with external vendors supporting the headcount forecasting process.
• Prepare monthly reports summarizing the headcount forecast at corporate and business group levels, and present analysis and commentary on key trends to leadership.
• Develop long-range workforce strategy using data models, predictive modeling and emerging technologies; support design, development and interpretation of workforce reports and dashboards.
• Provide functional supervision of the scheduling process for one or more accounts, guiding the WFM Scheduler and reviewing schedule output before transfer to GWFM Real-Time Management.
• Develop and execute GEO and site-level long-term forecasts and workforce budgets; provide budgetary inputs to the finance team.
• Lead or project-manage change initiatives including process, system or vendor reviews and implementation.
• Coach, mentor and upskill the team and develop second-level leadership.

What you'll need

• Any Bachelor's degree or higher.
• At least 6 years of working experience.
• Minimum 5+ years' experience utilizing contact centre tools, metrics, models and reporting to predict and ensure optimal performance across multiple contact channels and program groups.
• Good command of English, both written and spoken.
• Experience in planning for calls, e-mails, social media and similar channels.
• Demonstrated experience partnering at multiple organizational levels and across remote teams.

Nice to have

• Experience with external vendor management.
• Strong MS Office skills (specialized MS Excel and PowerPoint).

Details

• Location: Hyderabad, India.