Resource Planning Specialist, CS Workforce Management

Job Description

Summary of the Role The Resource Planning Specialist is responsible for the creation of schedule requirements needed to meet weekly, daily and interval level customer demand. In this role, you’ll create both the requirements and schedules that align with contact arrival patterns across multiple support channels and then allocate those requirements and schedules across a vast vendor network to be fulfilled by our BPO’s. You’ll need to account for unique labor laws and restrictions, different time zones and work patterns, to be successful. This role works closely with capacity planning and operations to ensure our BPO’s are fulfilling the schedule requirements provided to them.

Responsibilities

• Develop and allocate macro-level schedule requirements and other resource planning outputs across multiple sites, languages, channels and partners, while ensuring the reliability and quality of underlying data.
• Measure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
• Ensure BPOs are assigning agents to schedules according to the contact arrival patterns of the customer, accounting for seasonality, multi-channel capabilities, schedule inefficiencies and unique market nuances and labor laws.
• Identify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
• Work with our internal and BPO partners, ensuring we are operating in the most efficient manner possible while creating a foundation through resource planning that ensures we’re delivering short wait times and enables operational excellence.

Qualifications and Competencies

• BA/BS degree or equivalent work experience
• 3+ years of workforce management and/or back-office operations management in a diverse support environment
• 2 + years of experience developing schedules and other resource planning outputs in a workforce management platform
• Experience gathering, normalizing and interpreting data to produce insights
• Problem solving, and analytical skills
• Ability to communicate to various levels within the organization
• Demonstrated ability to multi-task and re-prioritize accordingly
• Experience in contact centers

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Apply for this job