Capacity Planner
NCR, National Capital Region
Posted 3 days ago
- Company:
- QUESS PHILIPPINES CORPORATION
- Company Description:
- Quess Corp Limited (Quess) is India's leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 10
Job Description
· 2+ years of hands-on experience in WFM in a BPO setting
· 2+ years of using any WFM tools such as CMS Avaya, RTA Tool, eWFM, Blue Pumpkin / Impact 360, IEX, Genesys etc.
Essential Functions
· Manage the capacity planning process of the program and works together with the scheduler in creating schedules based on staff plans and make necessary adjustments as necessary depending on the need
· Manage employee information changes inside Genesys Cloud, NICE IEX and or Verint
· Communicate effectively with internal and external customers/stakeholders.
· Partners with all other shared service groups to develop a complete picture of future changes in the business environment. Evaluate collected data to determine the impacts that can be built into capacity planning tools.
· Responsible for balancing staffing requirements with operational efficiencies and financial goals.
· Plot mid-term to long term staffing plan including recommendation of new hire classes based on future need
· Review Volume, AHT, Shrinkage and Occupancy assumptions to be incorporated in the staff plan and discuss with internal and external clients
· Maintains files and tools in a way consistent with WFM standards.
· Acts as back up to the WFM Manager
