Associate Manager - Research Planning

Job Description:

• Support the Team: 
  • Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.
  • Assists in providing staffing requirements for all new and existing businesses. Prepares short-term and long-term staffing projections using optimal staffing plans

• Uphold Performance Metrics : Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements
• Take the Lead : Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live
• Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals
• Set the Path to Success: Setting the KRA targets for the team while

Qualifications:

• Two+ years of workforce management experience in a contact center environment
• English proficiency 
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Ability to be customer-oriented in managing communications and issues 
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• At least one year of experience as an Resource Planner/Capacity Planner experience
• Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
  Strong knowledge of MS-Excel 
• Ability to communicate / present with various levels of stakeholders 
• Good knowledge of WFM concepts 
• Good analytical skills
• Ability to identify and understand trends and patterns
• Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage

Non-negotiable Qualifications:

• Good comms and good to excellent excel skills
• Has experience yet on creating full blown schedule shells
• Tool knowledge on using NICE IEX tool.