1. Principle duties:
The Global Workforce Planning Specialist is responsible for developing and implementing strategic workforce plans to ensure the organization’s workforce is utilized in the most efficient manner in order to deliver best operational and financial results to the company. This role involves analyzing workforce related metrics such as time, productivity, throughputs, etc. in order to identify areas of strength and areas of improvement. The principle duties as follows:
- Analyzing and interpreting data related to staff performance and customer issues to improve operations and customer satisfaction.
- Preparing and managing staffing schedules to ensure adequate staffing levels for all required tasks.
- Monitoring attendance and schedule adherence, and producing daily reports on staff members’ attendance and performance.
- Generating regular and ad-hoc reports on various KPIs and CSC metrics, including daily agent statistics and skill group/call type statistics.
- Communicating with operations, management, and HR teams to ensure all departments comply with company standards.
- Responding to service level variations by working with clients and operations to match staff to demand and/or reallocate call volumes.
- Analyzing schedule performance, forecast accuracy, and making continuous improvements to forecasting, headcount planning, and scheduling processes
2. Responsibilities:
2.1. Analyze, forecast and develop a workforce plan.
- Gather, analyze historical data, current trends and future projections to forecast the volume of work expected from clients.
- Review current staff, examining current and future personnel needs and identifying gaps between supply and demand.
- Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, contingency staffing models, staffing efficiencies, schedule forecasting, and staffing costs.
2.2 Monitor performance and collaborate with stakeholders to maintain and optimize operational efficiency.
2.2.1. Performance Monitoring and Optimization:
- Track key performance indicators (KPIs) related to workforce utilization, productivity, and service levels.
- Design and provide policies, procedures and regulations on productivity management of impacting staffing and scheduling, thereby increasing the organization's productivity;
- Oversee process management of real-time scheduling and workload management to meet service-level requirements;
- Identify, evaluate, and report issues and differentiate between workflow, technical, external, or staffing root causes.
- Identify areas for improvement and refine workforce planning processes and tools to enhance efficiency, accuracy, and responsiveness to changing business needs.
2.2.2 Process Transformation & Stakeholder management:
- Work closely with various stakeholders including client representatives, operations managers, HR personnel and finance teams to understand client requirements, align workforce planning strategies with business objectives and address proactively any issues or concerns.
- Look for possible solutions, including staffing and technology solutions, to maximize workforce efficiency and avoid excessive overhead costs.
- Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically
- Lead meetings with management to assess performance and identify and mitigate risks.
