Workforce Planning & Reporting Manager at BURN

Duties and Responsibilities:

• Supervision and developed Workforce Management staff.
• Ensures team accountability for all CX performance KPI’s.
• Provides all workload forecasting and consequent HC planning to meet service/activities goals.
• Maintains and analyzes workforce daily performance, lead analysis, and staffing change data for continuous quality and productivity improvement.
• Coordinate and publish all reporting related to Workforce and overall CX reports.
• Analyze the CX operations to understand strengths and weaknesses to determine opportunities to create process improvements and increase efficiency.
• Perform advanced analytical root cause analysis to identify areas of opportunity and make recommendations to Global CX Director – with a close focus on Voice of the customer for all customer touchpoints and opportunities as well data analytics-based insights.
• Analyze workforce performance, lead analysis, and staffing change data to ensure quality and productivity improvement.
• Develops and maintains scheduling processes for Call center agents.
• Participates in strategic planning and goal development.
• Integrates both inbound and outbound activities to support staffing levels.
• Drives workforce planning and general performance management & training.
• Oversees technology and process improvements to ensure high customer satisfaction and cost efficiency.
• Coordinates Budget Planning and monthly cost tracking to ensure efficiency and optimization.
• Develops presentations on recommendations for improvements, automation & implementations of reports & processes to Global CX Director
• Completes special projects as needed.

Skills and Experience

• Academic Excellence and a bachelor’s degree will be essential.
• At least 5 years of direct experience in Workforce and analytics. Experience in Omni-channel queue management a plus (email/social media/Calls).
• A minimum of 5 years of supervisor experience is required. Ability to write reports, business correspondence, and product manuals.
• Must demonstrate the ability to communicate effectively, both orally and in writing at all levels.
• Prior experience with system implementation and scoping
• Strong analytical skills and attention to detail.
• Ability to effectively partner with various levels of management.
• Proficient/Excellence in the use of technology applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, analysis tools, etc.
• IVR experience: knowledge of process improvement
• Experienced use and/or implementation of Call Center Technology
• BPO experience will be added advantage.
• At least 5-7 years of working experience.
• Strong Analytical skills
• Strong Interpersonal Skills & People Centric.
• Good Observatory skill
• Strong Creative skills
• Innovative