What you'll be doing
1. Develop and maintain end-to-end resource planning cycles, ensuring accurate forecasting and planning aligned with operational needs.
2. Leverage expertise in Workforce Engagement (WFE), including Workforce Management (WFM) - Real Time Analytics (RTA), Scheduling, Planning, and Workforce Optimization (WFO)
3. Expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standards
4. Complete accurate manpower planning models ensuring that the business has a comprehensive understanding of demand and supply
5. Provide recommendations for staffing changes, including hiring, overtime, and shift adjustments based on forecasted demand
6. drive informed decision-making and enhance service delivery across Diligenta's client base, both existing and new
7. Enhance business efficiency with predicted forecasting while improving customers' experience.
8. Ability to translate complex data insights into strategic workforce planning decisions.
9. Maintaining strong relationships with stakeholders across a variety of accounts
10. identify trends, drive improvements, and support decision-making for workforce and customer journey management.
11. Collaborate closely with operational teams to embed best practices in forecasting, scheduling, and performance management.
12. Forecast the number of customer interactions (calls, complaints, Back Office tasks) to ensure prope...