Workforce Management Planner - BPO

At Arise, we are looking for a dynamic WFM Planner that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients.

This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client Use Client / Internal forecast to calculate FTE / Hours requirement using techniques such as straight line & Erlang-C depending on client model. (Line Attainment vs Service Level)

• Ability to lead capacity planning discussions & provide recommendations to internal & external stake holders (remotely / in person meetings as needed).
• Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns in partnership with internal / external customers.
• Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals using Capacity planning file maintained + reviewed every week.
• Analyze trends periodically at the client & lob level - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc)
• Evaluate medium to long term capacity planning models to ensure that future demand can be met by client and line of business.
• Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads.
• Participates in long term strategic planning and the formulation of goals.
• Manages projects, and programs in support of those goals.
• Does what if planning scenarios, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels
• Organizes and develops workforce management manuals & documentations as needed

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