Resource Planner

As a 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 account’s resources. You unify planning for accounts supported in multiple locations.

• Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots, equipment) needs
• 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 resources (seats, equipment, bots) requirements per acc...