Job Description

: Prepare mid & short term forecasting for all relevant channels but primarily focused on dispute cases, Analyse trends primarily on inbound dispute cases, AHT, shrinkage, attrition and build it in the capacity planning. Based on the analysis, propose headcount requirement and recommended hiring Lead capacity planning discussion Prepare interval level forecast and requirement for resources planning Administrate WFM tool to ensure the information is accurate and up to date Perform real-time monitoring and mitigation action plans. Work closely with management to execute it Maintain constant communication with Vendor Manager and BPO Operations teams to coordinate needed staffing adjustments based on current and forecasted results Compare actual vs forecasted results, identifying opportunities for improvement Creating, modifying and / or enhancing existing reports and providing other types of data files as needed Maintaining, updating, and publishing daily / weekly / monthly WFM-related reports, and other reports as requested Perform trend analysis and make recommendations if applicable Perform random audits on partner sites contacts Take on ad-hoc projects / assignments Requirements: Minimum of 3 years of full -time experience in performing WFM functions (specifically real-time management) in a multi-department/site Back-Office or Omni Channel environment required. Must have advanced working knowledge of Excel/Google G sheet & other Windows based programs (Word, PowerPoint, etc.), and can organize/analyse data in a structured manner. Capacity Planning experience is a must have. Excellent communication skills in English and experience in stakeholder management Able to work independently in the capacity of an individual contributor Being flexible and adaptable Ability to multi-task, prioritise and manage time effectively

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