Associate, Planning & Scheduling
- Gurgaon, Haryana
- Permanent
- Full-time
- Graduate with Overall experience 1-3 years in a planning /Scheduling role.
- Experience in managing multi-site and multi-vendor environment.
- Strong process and mathematical orientation
- Experience of data modelling, simulations, and scenario planning
- Experience of stakeholder management and aptitude of planning risk identifications
- Analytical and good understanding of Contact Centre metrics
- Strong Communicator and decision maker
- Strong attention to detail and sense of professionalism and ability to develop relationships.
- Create Capacity Plans for Enterprise and co-create with partners for their sites.
- Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.
- Oversee the overall Capacity planning for HC.
- Continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
- Modelling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources.
- Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
- Maintain Historical Data and trends.
- Review DOW and Intraday Patterns
- AHT profiling
- Own HC reconciliation with partner WFM teams
- Assumption Management
- Team player with willingness to learn and drive to achieve.
- Advanced proficiency in MS Excel
- Skill to automate reports - preferred.
- Ability to handle pressure situations.
- Ability to spot, correct and highlight errors.
- Ability to simplify complex operations into repeatable processes.
- Ready to work in dynamic 24*7.