Job Description :
• Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.
• Administers the 52-week capacity, staffing, and resource plans to manage up and down scaling of labor and resources.
• Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately covers demand forecast, while accounting for known constraints, planned events/holidays & business objectives.
• Analyses performance, especially productivity, utilization and occupancy, to uncover trends (behavioural & actuals against forecast) to improve forecast & capacity management process.
• Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.
• Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.
Closing
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
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