Senior Capacity Analyst
- TELUS International
- 2 - 6 years
- Noida, Gurugram
- 1 month ago
- Email to a friend
- Report this job
Job Description
Role: Sr. Resource Planner
Position overview:
As a Senior Resource Planner you use your expertise to produce short and long term plans for seat resources and for frontline team members. You
produce simulations of resource maximization, operations transitions within sites/ geographies and provide recommendations on how to improve the
accounts resources. You unify planning for accounts supported in multiple locations. You contribute to the improvement of performance and
development of the team.
Key responsibilities
Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots. equipment) needs
Develop and maintain detailed capacity planning models (humans, seats, bots, equipment), considering factors like staff scheduling, working
hours, breaks, and training requirements
Validate client forecasts and requirements for trends and compliance with contractual agreements
Forecast full time equivalents (FTE) to meet targets based on the analysis of front office and back office volume projections, services metrics
targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level
Project resource requirements (seats, equipment, bots) per account based on current manpower and existing/ upcoming business needs/ goals
Create simulations of staffing strategies to optimize utilization; create simulations required to support the request for proposal (RFP) process
Create and manage capacity utilization and monitors the actual costs versus the resource planning budget
Contribute to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.
Provide feedback and guidance to Resource Planners on the team to improve performance and foster development, acting as a backup during the
absence of the Manager of Resource Planning
Collaborate with cross-functional teams to understand business requirements and forecasted workload
Monitor the utilization of resources across sites compared to the resources capacity forecast and make adjustments based on actual performance
and changing business conditions
Conduct in depth analysis to identify trends, patterns, and opportunities for resource capacity planning and allocation"
Core competencies
Giving support, focusing on customers, embracing technology, managing self-development
Functional competencies
Knowledge of data management and forecasting modeling
Knowledge of seat capacity planning
Advanced use of Excel or Google Sheets
Analytical and complex problem solving skills
Stakeholder management and ability to influence without authority
Financial acumen
Knowledge of basic project management principles
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: TELUS InternationalLocation(s): Noida, Gurugram
Keyskills: Capacity Management Capacity WFM Workforce Management Capacity Planning Workforce Planning Forecasting
TELUS International
Xavient Information Systems (XIS) is a software services organization born and brought up in the new economy. At Xavient, we strive to maintain a fulfilling and rewarding work environment which we believe is a catalyst for great achievements. Xavient is a young, aggressive, and extremely competent ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in