Head, Regional Resource Planning & Management (WFM)

Get to know our Team:

• The Head of Resource Planning & Management is a critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting
  resources to meet business objectives.

Get to know the Role:

• This manager will provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate requirements and workload identification.
• This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site/channel, inhouse and BPO contact center environment.
• In addition, this position will be expected to engage in with stakeholders and define how to provide the best employee experience while continuing to drive maximum efficiency.

The day-to-day activities:

• Functional - Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.
• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities.
• Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency.
• Oversee reporting—internal and external reporting and analytics for Member Services.
• Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.

• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods.

• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.

• Review and analyze the monthly, quarterly and yearly Contact Center Performance.

• Reports for both internal stakeholders and distribute as required.

• Perform other related duties and assignments as required and as assigned by Manager/HOD.

• Customer : Ensuring consistency in accessibility to Transport, Food and Fianncial DAX,PAX,EX and MEX contacting Grab CE centres.

• Financial : Forecasting accuracy & managing actual resource to budget.

• People : Able to work cross functionally to deliver key OKR.

The must haves:

• Degree/diploma holder
• At least 3-5 years experience in workforce management.
• Indepth knowledge in forecasting and scheduling and strategic cost management for Contact Centre.
• Advance knowledge in MS Office especially MS excel
• Knowledge in WFM software, CMS, Verint and AVAYA will be advantages.
• Core competencies:
  1. Capacity to understand the business need
  2. Strong team player
  3. Innovation
  4. Customer focus
  5. Performance driven
  6. Strong planning skills
  7. Meticulous
  8. Good problem solving and decision making skills

• Related experience in Workforce Management in Planning & Scheduling capacity.