Resource Planner

Responsibilities:

• Analyze front office and back office volume projections; service metrics targets versus current

performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and

service level to give recommendations on how to better maximize resources.

• Ensures that service level targets as well as other program/client targets are met through proper

forecasting of workload

• Validate client forecasts and requirements for trends and compliance with contractual

agreements.

• Serves as subject matter expert and WFM liaisons for specific programs and coordinates with

Operations to ensure consistent business/operational goals

• Responsible for FTE forecasting in order to meet targets based on call volume, or back office

volume projections subsequently coordinating the established targets to Operations (Account/

Ops manager and Director).

• FTE conversion for the different weekly working hours within the different sites/geographies

• Projects seating requirements per program based on current manpower and upcoming/existing

business needs

• Works with Strategy COE to support Global Seat Planning process with the goal of maximizing

agent to seat ratios for the companyRole & responsibilities

• Manages long term forecasts and capacity utilization, costs and all resource planning functions

for designated programs/accounts of the company, ensuring that all workforce management

strategies are met.

• Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI

goals and maximize efficiency

• Maintains capacity planning files and documents according to standard operating procedures

and quality expectations.

• Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle

times, improve error rates, and increase added value.