CWFM Planner

Job Description

Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs working in a multi-lingual / multi-site operation. Use available tools/software(s) (e.g. IEX, Blue Pumpkin) to staff appropriately for all channels. Provide recommendations on adjusting staffing levels based on future business needs. Emphasize & enforce the importance of the CSC Key Performance Indicators & support business processes and decisions implemented by management and the Board. Identify problems with systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other unit personnel as necessary to resolve issues. Manage UCCX skill-based call routing based on Operations requirements/direction. Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area. Ensures compliance with toll system agreement contract. Perform other work as required and assigned. Typical Qualifications : (education, experience, knowledge, skills and abilities typically needed to perform this job) 2-4 years of WFM experience with minimum 1 year as a Planner. Minimum HSC Expertise in erlang method Flexible, creative problem-solving, anticipates changes and welcomes challenges. Strong computer skills that include proficiency in MS Office suite, particularly Excel. Knowledge of UCCX/Cisco phone systems/WFM scheduling tools a definite asset. Previous experience in a dynamic, fast-changing call centre environment required. Proven analytical skills ability to communicate with various management levels. Must be able to communicate clearly and effectively with all levels within the organization. Knowledge of various Call Center Reporting Systems would be a plus. Essential Functions : (describe job responsibilities necessary to achieve the positions purpose) Importance Essential Functions and Duties Approximate % of Total Job 1. Accuracy of hiring plans in terms of forecasting and shrinkages - 40% 2. Timeliness of Plans - 15% 3. Holding Conference calls with HR and Operations - 30% 4. Analytics and data mining - 15%