Workforce Management Planner

hace 1 mes

Guatemala City Conduent Business Services A tiempo completo

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.



Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis. Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler in creating the schedule and reviews the output of the scheduling process before transferred to WFM Intraday Management. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.
 

Key task & result areas:

Establishing and updating the forecast, long term capacity planning (+13 weeks) and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met.

Collecting, reviewing and correcting data which can be used for regarding short-, medium- and long-term forecasting of required metrics and inputs

Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.

Administers the 52-week capacity, staffing, and resource plans to manage up and down scaling of labor and resources.

Adjusting and fine tuning the forecast based on experience data, client input, external factors and additional information of Operational Management

Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately covers demand forecast, while accounting for known constraints, planned events/holidays & business objectives.

Analyses performance, especially productivity, utilization and occupancy, to uncover trends (behavioral & actuals against forecast) to improve forecast & capacity management process.

Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.

Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.

Reporting the planning information to Operational Management, WFM Intraday Management and to the WFM Business Partner

Skills

  • Advanced proficiency of mathematical and analytical skills 
  • Advanced proficiency of communication skills 
  • Strong collaboration skills 
  • Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X 
  • Ability to focus on performance and results, and to act accordingly 
  • Proficiency and experience with forecasting, capacity management, production and/or personnel planning 
  • Problem signaling and solving skills 
  • Knowledge of and/or experience with WFM systems, preferably NICE IEX 
  • Advanced proficiency and knowledge of MS Office (Excel) 
  • Knowledge of the COPC methodology 
  • Knowledge of the Lean Six Sigma methodology 
  • Result-oriented collaboration 
  • Proactivity 
  • Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology


 
The WFM Planner performs various activities in close consultation and collaboration with WFM Scheduler, WFM Traffic and WFM Business Partner. Outside the WFM department the WFM Planner collaborates with and has frequent contact with operational management (operational and general manager) regarding forecast and capacity management related subjects (if required joined by the WFM Business Partner).


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