Workforce Management Planner (Remote, India Based)

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world's biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world's largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS... with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities At Arise, we are looking for a dynamic WFM Planner that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients. This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client requirements. Responsibilities • Use Client/Internal forecast to calculate FTE/Hour's requirement using techniques such as straight line & Erlang-C depending on client model. (Line Attainment vs Service Level) • Ability to lead capacity planning discussions & provide recommendations to internal & external stake holders (remotely / in person meetings as needed). • Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns in partnership with internal / external customers. • Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals using Capacity planning file maintained + reviewed every week. • Analyze trends periodically at the client & lob level - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc) • Evaluate medium to long term capacity planning models to ensure that future demand can be met by client and line of business. • Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads. • Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals. • Does what if planning scenario's, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels • Organizes and develops workforce management manuals & documentations as needed Reports to: • WFM Portfolio Manager Qualifications & Requisites: • At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster. • Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage). • Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc) • Proven analytical and problem-solving skills with attention to detail and accuracy. • Superior verbal, written and interpersonal communication skills. • Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs. • Ability to manage multiple projects simultaneously & work under stringent deadlines. • Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets. • Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation. • Ability and willingness to work flexible shifts‚ as necessary‚ after hours & weekends if required. Success Measures • Achievement of WFM capacity planning goals laid out. • Achievement of WFM KPI's as per scorecard defined. • Customer satisfaction for internal and external customers When smart, creative and passionate people get together, the results are astounding and the opportunities limitless. Achieve your potential at Arise. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V Apply Job!