• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Analyse capacity plans and undertake appropriate calculations to estimate job requirements , resources and review plans. If required make appropriate adjustments in the event of changes and unforeseen circumstances
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intraday performance reports to leadership and other related duties as assigned.
• Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Offices: Manila, Philippines