Capacity planning & Solutions - Manager

Role & responsibilities

• The candidate will be part of the WFM team. Whose primary responsibility is to own and manage end to end resource planning, for all geographies based on programs.
• Deliver capacity plans on desired frequency to stakeholders for hiring, capacity generation for client discussions.

As a Partner with Clients/ Stakeholders:

Investor Satisfaction:

• Ensure planning function works towards maximizing revenue from operations
• Give timely inputs to maximize revenue and optimize cost
• Proactively reduce WFM cost
• Provide budgetary inputs to the finance team
• Actively participate in annual & quarterly budgeting process.

Customer Satisfaction:

• Engage with clients / internal customers for value add
• Act as a consultant for the clients / internal customers
• Provide geography-specific inputs for new solution design
• Ensure that all new projects GO-Green from WFM perspective in the geography

Employee Satisfaction:

• Ensure high team morale
• Ensure development of the second level of leadership
• Ensure good work culture
• Coach/mentor and upskill the team
• Ensure learning and development of all team members

As a Partner in Driving Results:

• Build and maintain operational functions capacity plan
• Headcount reconciliation - Coordinate the global use of the headcount forecasting system with a focus on data accuracy and key stakeholder understanding. Act as a point of contact.
• FTE Financial submission (which is done quarterly review on Cost)
• Manage capacity plan reviews with Ops leads
• Manage project requirements within the capacity plans
• Adhoc sizing activities for new business
• Manage the headcount forecasting process with consideration of known business events and strategies
• Act as the primarily liaison with external vendors supporting the headcount forecasting process for the purposes of monitoring system performance and continuously improving process outcomes.
• Prepare monthly reports summarizing the headcount forecast at the corporate and business group levels. Present and discuss reports with leadership including analysis and commentary on key trends and observations.
• Partner across key stakeholders to ensure that process design, planning and delivery achieves organizational goals and metrics including financial, time-based, and population targets.
• Work with a continuous improvement mind set to identify opportunities to improve and simplify processes and programs to deliver enhanced outcomes, reductions in re-work and alignment to resourcing capacity.
• Anticipate and resolve issues and barriers managing appropriate escalation as needed to ensure assigned objectives are completed on time and within agreed parameters.
• Act as a Project Manager or leader for change initiatives including process, system or vendor reviews and implementation

Preferred candidate profile

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, and Bachelor s Degree, Post Graduate Diploma or Professional Degree in any field.
• 7+ years working in customer-facing multi-channel global operational environment with Sound understanding of the various contact centre / BPO metrics and their correlation with each other.
• Overall experience of 10+ years
• Experience utilizing Contact Centre tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and program groups.
• Proficient verbal, written communication and influencing skills
• Thorough knowledge of advanced MS excel is a must with strong working knowledge of Power BI, SQL and database concepts along with experience in planning for Calls/e-mails/social media etc.
• Must have handled Capacity Planning and Scheduling teams in previous roles
• Must have experience in building RFP, Revenue Projections and Capacity Plans and demonstrate strong skills in MS office (specialized MS Excel & Power Point)
• Assist finance departments and prepare plans for all demands for various departments.
• Excellent theoretical and practical understanding of resource planning methodologies and call centre and back-office dynamics with WFM Tool Knowledge – Aspect eWFM, Nice IEX or Impact 360
• Scheduling knowledge using Erlang for different queues and channels across multiple locations for optimal utilization of resources
• Propounding scheduling templates, Automation of daily deliverables using VBA for MS Excel, work patterns, business rules, and break / offline activities management to improve the accuracy of scheduling and achievement of organization goals
• Creation of Capacity Plans based on the 18 or 36-month outlook and FTE requirements and highlight risks to operations pertaining to future SL outlook.
• Demonstrated experience partnering at multiple organizational levels and across remote teams. Experience with external vendor management is preferred.