Permanent / Full Time

€18,000 - €22,000

Ref 566481

Workforce Planning Junior Coordinator

  • Full time
  • Location: Malta
We are looking for a Workforce Planning Junior Coordinator – Indefinite Contract – Full time.
Duties & Responsibilities:
  • Responsible for Headcount sizing creation and analyzing the staffing requirements with different sizing methodology.
  • Continuously analyzes required staff amount per respective section for all projects compared to client requirements and highlights & reviews with superiors the significant workforce availability, deployment and utilization matters.
  • Responsible for workload capacity creation and analyze all workload parameters for accurately assess the maximum capacity for achieving the highest staff efficiency.
  • Analyzing and sizing the headcount requirement based on 90 Days forecast which revived from client and aligned with the agreed service level.
  • Assessing the current available headcount and requesting new batches from HR in accordance with agreed service leave with HR team and considering training capacity as part of the hiring plan.
  • Govern the performance of the operation team compared to the headcount plan assumption, with supported recommendation for correction. 
  • Analyze the forecasted workload in weekly intervals to correct upcoming trends and assess the previous forecast accuracy.
  • Generate scenarios of forecasts and model the schedules to select the “best fit” patterns.
  • To design scheduling processes and facilitate concurrence on final procedures.
  • Establish and document the forecast and scheduling process.
  • Monitoring the implementation of the agreed shrinkage percentage and apply the required shrinkage according to the availability of the service level.
  • Highlights and reviews with superiors the significant resource availability, deployment and utilization matters; follows up in order to resolve issues
  • Implements, monitors and controls work schedules and assignments in order to ensure optimum utilization of staff and to take care of planned and contingent peak loads of incoming calls.
  • Maintains workforce management database to ensure accurate, reliable and updated information on staff levels in the different projects.
  • Mininum of 5-6 years’ experience in workforce, data management and call centre operations.
  • Understands basic concepts on routing and traffic management.
  • Solid knowledge on manual forecasting and scheduling.
  • Preferably in the same field of BPO
  • Proficient in MS Excel, MS Access is an advantage.
  • Demonstrate excellent organizational, people, communication, and presentation skills.
  • Flexible in rotational/shifting schedule.

Talk to us

This role was posted by Olivia Levelt. To hear about more roles like this, call us on +356 2704 1692.

Olivia Levelt

Client Partner