Key Skills:

• Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots. equipment) needs
• Develop and maintain detailed capacity planning models (humans, seats, bots, equipment), considering factors like staff scheduling, working hours, breaks, and training requirements
• Validate client forecasts and requirements for trends and compliance with contractual agreements
• Forecast full time equivalents (FTE) to meet targets based on the analysis of front office and back office volume projections, services metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level
• Project resource requirements (seats, equipment, bots) per account based on current manpower and existing/ upcoming business needs/ goals
• Create simulations of staffing strategies to optimize utilization; create simulations required to support the request for proposal (RFP) process
• Create and manage capacity utilization and monitors the actual costs versus the resource planning budget
• Contribute to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.
• Provide feedback and guidance to Resource Planners on the team to improve performance and foster development, acting as a backup during the absence of the Manager of Resource Planning
• Collaborate with cross-functional teams to understand business requirements and forecasted workload
• Monitor the utilization of resources across sites compared to the resources capacity forecast and make adjustments based on actual performance and changing business conditions
• Conduct in depth analysis to identify trends, patterns, and opportunities for resource capacity planning and allocation