Associate, Planning & Scheduling

Job Title

Role And Key Responsibilities

• Graduate with Overall experience 1-3 years in a planning /Scheduling role.
• Experience in managing multi-site and multi-vendor environment.
• Strong process and mathematical orientation
• Experience of data modelling, simulations, and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong Communicator and decision maker
• Strong attention to detail and sense of professionalism and ability to develop relationships.
• Create Capacity Plans for Enterprise and co-create with partners for their sites.
• Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.
• Oversee the overall Capacity planning for HC.
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
• Modelling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources.
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends.
• Review DOW and Intraday Patterns
• AHT profiling
• Own HC reconciliation with partner WFM teams
• Assumption Management
  

Key Skills & Knowledge

• Team player with willingness to learn and drive to achieve.
• Advanced proficiency in MS Excel
• Skill to automate reports - preferred.
• Ability to handle pressure situations.
• Ability to spot, correct and highlight errors.
• Ability to simplify complex operations into repeatable processes.
• Ready to work in dynamic 24*7.
  

Educational Qualification

Language Requirements

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