RESOURCE PLANNER - WORKFORCE MANAGEMENT

*Responsible in monitoring different programs to achieve business service level and staffing performance goals to ensure intraday performance. *Monitoring real-time adherence to schedules of process associates, *Manage real-time requests for offline activities *Delivering hourly to daily performance report and *Doing other duties and assignments as directed.

- Gmail: Manage email efficiently, including using filters, labels, and scheduled sends. - Google Calendar: Maintain a well-organized calendar, set up meeting rooms, and use shared calendars for team coordination. -Google Drive: Organize files and folders effectively, manage sharing permissions, and use version history. -Google Docs, Sheets, and Slides: Create, edit, and collaborate on documents, spreadsheets, and presentations in real-time with team members.

*Review performance, productivity, utilization to uncover trends and improve forecasting and capacity planning. *Communicate directive guidelines for the WFM schedulers to ensure schedules cover the demand while considering known constraints, planned events, holidays and business objectives. Coordinates with recruiting and/or operations leadership on the timing and quantity of new hire requisition. *Administer a capacity staffing and resource plan to manage up and downscaling of labor and resources.

*Generates weekly and monthly schedules *Responsible in managing future activities such as leaves, off phone activities. *Responsible in generating shift schedules based on forecast and client staff requirement. *Generating reports and creating template based on the process requirement Week on week communication with client and operations to review previous weeks’ performance and provide any action plan and recommendation for the upcoming weeks.