Assistant Manager - WFM Planner

JOB PURPOSE

Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

KEY RESPONSIBILITY AREAS

1.     Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods

2.     Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

3.     Devise and deliver project that benefits the campaign

4.     Create a yearly calendar of potential risk

5.     Provide optimal forecasting, scheduling and identifying new methods, strategies and opportunities

6.     Ensure sufficient staff is scheduled per interval to meet productive hour targets

7.     Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

8.     Provide optimized schedules which meet the contracted SLA's and effectively communicate any potential risks

9.     Create scenarios and present to the operations leadership team on the scheduling options highlighting risk and benefits

10.  Track and monitor plans to identify optimization opportunities and report on variance to plan.

11.  Report on and monitor agent productive hours delivery

12.  Effectively manage planned shrinkages to ensure that delivery against client expectation is met

13.  Manage real time analysts to ensure that we meet client and internal expectations.