Global Capacity Planning Analyst dans Cork, Campus One, Irlande

Voxpro



Description and Requirements

Title : Global Capacity Planning AnalystBusinessUnit: WFMLocation: Campus 1, Cork
About Voxpro - powered by TELUS InternationalVoxpro powered by Telus International is an award winning outsourcing organization that has been in business since the 1980s and has grown considerably over the years through passionate leadership. Voxpro became part of TELUS international in 2017.We are a premium provider of beautiful customer experience, technical support and sales operations solutions to giant, global iconic brands that are changing the world.To deliver upon our belief system, we build teams of people who share our perspective and passion. Voxpro people are big hearted, curious, and passionate about servicing their customers and motivated to make a difference. We are all about people and all work together as a team to achieve the best outcome for our clients.
Position OverviewA Global Capacity Planning Analyst produces long term resource planning for the enterprise and frontline agent and seat/licenses resources. Quantifies agent requirements starting from the bidding stage to the end of life on a project. Aside from this,will also produce simulations of resource maximization, operations transitions within vendor sites/geographies and provide recommendations on how to improve the projects resources.
Responsibilities
  • Manages long term forecasts and capacity utilization, costs and all resource planning functions for all LOBs of the project, all the workforce management strategies must be met and will exceed business and staff satisfaction requirements
  • Provide agent requirements and maximize agent and seat resources for all LOBs in the project
  • Ensure that service level targets as well as other program targets are met through proper forecasting of call center operations personnel of the company
  • Responsible for FTE forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to the vendors
  • Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources
  • Projects licensing requirements per vendor based on current manpower and upcoming/existing business needs
  • Coordinates with all vendors on Workforce findings that need immediate addressing
  • Provides program oversight and recommends appropriate actions to meet KPI goals and maximize efficiency
  • FTE conversion for the different weekly working hours within the different vendors/sites
  • Centralize and report the interval, daily, weekly and monthly global staffing compliance based on vendors information
  • Implement through standard processes to gather all vendors projections (new hire classes, attrition, shrinkage, etc.)
  • Tracking and documenting actual volume patterns
  • Produce a running weekly trend analysis
  • Convert and distribute enterprise contact forecast from Customer to a productive requirement per interval
  • Execute guidelines and processes that trigger additional actions
  • Inform vendors to re-adjust capacity
  • Develop and propose efficient allocation of new lines of business to maximize enterprise efficiency as needed
  • Hold a monthly alignment meeting with all stakeholders (including Customer) to review locked forecast
  • Make adjustments and align projections based on Customers internal business intelligence
  • Align on timelines and apply standard sub-processes with each vendor/site to constantly and properly communicate on items such as: Attrition, Planned absences (i.e., medical leaves, leave of absence), Planned shrinkage (i.e., team meetings, coaching, training), Cross skilling/training
  • Analyze trends against projections and send call outs accordingly to both, Customer and vendors for proper adjustment when needed

Required Knowledge
  • At least two (2) years Workforce Management experience within the call center / customer service industry in a similar role
  • Knowledge of workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
  • Knowledge of call center operations and organization beneficial
  • Above average knowledge on MS Office Applications ( i.e. MS Word, Excel ). Advanced Excel skills required.
  • Ability to demonstrate innovation and good judgment / problem solving skills when making decisions
  • Ability to establish course of action for self and others to accomplish a specific goal while using appropriate resources
  • Ability to multi-task, adapt to change, and achieve results with accuracy and precision
  • Above average analytical, organizational and interpersonal skills with attention to detail, accuracy and time management
  • Team Player
  • Good oral and written communication skills
  • Fluency in the English language
  • Adaptive to changing work schedules and working hours
  • Customer Orientation
  • Results Oriented
  • Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment
Qualifications
  • Bachelors Degree in any field beneficial, but not essential
Voxpro ValuesVoxpro recognizes and embraces the importance of values in our ever-changing workplace. We consider ourselves Unapologetically Different. To be successful, all applicants must demonstrate behaviors that are reflective of our values:Brace Yourself: There is no such thing as a normal day.Embrace the Evolution: We learn, share, & grow.Were relentless in the pursuit of operational beauty. Ignite your entrepreneurial spirit.You belong at Voxpro.
At Voxpro, we are committed to diversity and equitable access to employment opportunities based on ability. Our success is our people.

Skills

Req_00029332

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