Senior Resource Planner

Job Title: Senior Resource Planner

Position Overview:

We are seeking a Senior Resource Planner to join our dynamic team. In this role, you will leverage your expertise to create short and long-term resource plans for seat resources and frontline team members. You will be responsible for producing simulations of resource maximization, managing operations transitions across sites and geographies, and providing strategic recommendations for optimizing resource allocation. This position will require you to unify planning efforts for accounts supported across multiple locations.

Key Responsibilities:

• Forecasting and Planning: Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity needs, including human resources, seats, bots, and equipment.
• Validation and Compliance: Validate client forecasts and requirements, ensuring alignment with trends and compliance with contractual agreements.
• Resource Allocation: Forecast full-time equivalents (FTE) to meet performance targets based on front office and back office volume projections, service metrics (AHT, shrinkage, attrition, occupancy, service level), and current performance trends.
• Resource Projection: Project resource requirements (seats, equipment, bots) for each account, based on current manpower and upcoming business goals.
• Capacity Management: Manage capacity utilization, monitor actual costs versus the resource planning budget, and adjust as necessary to meet business requirements.
• Requisition Management: Create requisition requests for frontline team members based on capacity plans.
• Process Improvement: Contribute to the development and improvement of tools, processes, and workflows to reduce cycle times, improve accuracy, and add value to operations.
• Monitoring and Adjustment: Continuously monitor resource utilization across sites and adjust plans based on actual performance and evolving business needs.

Core Competencies:

• Customer Focus: Demonstrating a commitment to understanding and meeting the needs of internal and external stakeholders.
• Technology Adoption: Embracing new technologies and tools to enhance performance.
• Self-Development: Actively seeking opportunities for professional growth and improvement.
• Analytical Thinking: Demonstrating strong analytical and problem-solving skills to address complex issues.

Leadership Competencies:

This role does not involve direct people management responsibilities but requires the ability to influence stakeholders and collaborate effectively across teams.

Functional Competencies:

• Data Management & Forecasting: Strong knowledge of data management and forecasting models.
• Capacity Planning: Expertise in seat capacity planning to optimize resource utilization.
• Advanced Excel/Google Sheets Skills: Proficiency in Excel or Google Sheets to analyze data and create forecasts.
• Stakeholder Management: Ability to manage relationships with stakeholders and influence decisions without direct authority.

Qualifications:

• A minimum of 3+ years of experience in workforce management, preferably with a focus on forecasting and planning.
• A Bachelors degree or equivalent work experience.
• CEFR B1-B2 level proficiency in English (oral and written).

If you are passionate about resource planning, enjoy solving complex problems, and want to make a significant impact within a global organization, we encourage you to apply!