Role Purpose:
To support all aspects of Workforce Management (WFM) including Forecasting, Staffing and Scheduling, Production of Management Information (M.I), and Data & Trend Analysis. To support the delivery of Service Levels & KPI’s across multiple sites, brands, business lines & channels, to continually develop and improve processes and reporting, and increase efficiencies.
Key Responsibilities
· Be a subject matter expert in producing a detailed short to long term forecasts with continual improvements driven through analysis
· Develop short term forecast for FTE requirement per line of businesses and Identify most
suitable roster and shift pattern which meet operational requirements through the optimization of available resources
· Manage and schedule overtime, planned leaves, one-on-one, team meetings, training etc.
· Analysing and investigating if change in schedule is valid or invalid
· Administration of shift changes and providing all relevant reports
· Escalating issues that we might encounter in the system to PH admin
· Working with the Operations Management Teams and Senior Advisors to ensure that Operational Plans are delivered, and Real Time Q Management and resource movements are utilised
· Production of detailed Weekly Staffing Packs to provide a consolidated view of demand and resource across brands/sites/channels
· Prepares and maintains Operations reporting, including individual, team, department and other statistics
· Conducting weekly Ops meeting to discuss the weekly projected staffing analysis.
· Providing Customer Operations with day to day reports to support ongoing operations and decision making aimed at meeting set objectives as required. This includes (but not limited to):
o Daily performance reporting, building into weekly and periodic reports.
o Ad-hoc reporting on issues arising from day-to-day work and impact.
o Reporting for both Customer Operations and Conversion Operations.
o Reporting on operational abnormalities.
· Providing Customer Operations with reports enabling agent and team management and operations functions
· Proactive engagement in the “plan – execute – steer” cycle for the Customer Operations department in order to ensure optimized process and target delivery
· Put in place reporting to support reward and recognition programs keeping retention levels high and absentee levels to a minimum
· Work with the Project Development Manager and Head of Customer Operations to drive improvement across the department
· Work closely with the corporate BI team to ensure reporting tools and systems are maintained and developed to facilitate the reporting needs of the Customer Operations
· Distribution of Operational Updates at regular daily intervals to communicate ongoing performance against KPIs, multi-site operational commentary, and predicted end of day performance
· Administration of annual leave, absences and shift changes
· Production and development of an Operational Reporting suite to present back historical performance against KPI’s and Service Levels, and drive future improvements
· Preparation of detailed daily and weekly Operational Plans for service delivery and load balancing across multiple sites and brands
· Other duties as assigned
