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.

Requirements:

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

Email: olivia@linktalent.careers