Planner, Workforce Management

ARISE VIRTUAL SOLUTIONS, INC

About The Position

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 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 requirements.

Requirements

At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster.
Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage).
Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
Proven analytical and problem-solving skills with attention to detail and accuracy.
Superior verbal, written and interpersonal communication skills.
Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs.
Ability to manage multiple projects simultaneously & work under stringent deadlines.
Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets.
Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
Ability and willingness to work flexible shifts‚ as necessary‚ after hours & weekends if required.

Nice To Haves

Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage

Responsibilities

Use Client/Internal forecast to calculate FTE/Hour’s 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 scenario’s, 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