Planning and Scheduling Advisor

Role Responsibilities:

• Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.
• Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems/Excel.
• Forecasting volumes calls/inventories and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 50000 calls per month.
• Analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.)
• Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs
• Performing real time monitoring of the call representatives on call status and assisting reps with questions.
• Assisting management with floorplan creation as well as determining desk moves on a regular basis.

Required Skills:

• 10+ years of experience in inventory management for back office and call center process.
• Should have experience in forecasting and planning for health care process.
• Strong experience in effective resource planning, Good knowledge of work force management tools. An in-depth understanding of manual forecasting methods and formulas.
• Strong communication, collaboration and influencing skills to work with clients and senior leadership.
• Previous examples of where you have managed projects end to end. The ability explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders to further your department.
• 3+ years of experience in a scheduling and forecasting role where you utilized workforce management principles, tools and reports to identify call center drivers and translate them into capacity/planning forecasts.
• 3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards
• 3+ years of experience using MS Excel that includes updating and creating spreadsheets, formulas, tables, formatting, advanced charting, graphics and pivot tables.