Workforce Management Forecaster (Remote, India Based)

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!

Our Core Values :

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

At Arise, we are looking for a dynamic WFM Forecaster 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 requirements.

Responsibilities

• Forecast call arrival patterns and demand using statistical techniques such as exponential smoothing, ANOVA, and Erlang-C
• Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads
• Ability to lead capacity discussions & provide recommendations to internal & external stake holders (remotely / in person meetings).
• Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns
• Ensure proper balance between workforce service levels and labor cost to achieve operational efficiency goals
• Analyze trends periodically - 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 scenarios to ensure that future demand can be met by client and line of business.
• Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals
• Develops reports, 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

Reports to :

Qualifications & Requisites :

Success Measures

Competitive Compensation and Benefits

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere : equal opportunity employer M / F / D / V