Planning and Forecasting Senior Executive

Manages operations staffing plans for potential and existing projects. 

 Structures historical data to build forecasting data base. 

 Forecasts arrival volume and patterns based on historical data and future updates 

 Schedules the staff to meet the SLA with the maximum proper occupancy. 

Organizing Team Leaders schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only. 

 Coordinates with all concerned parties to collect any required data for understanding the call volume curve.

 Measures forecasting and scheduling accuracy. 

 Creates reports and dashboards on historical data and forecasting results from applicable systems. 

 Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 

 Maintain holiday pattern forecasts to ensure effective coverage for holidays. 

 Provide analysis and recommendations to improve staffing levels and efficiency. 

 Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 

 Generate daily, weekly, monthly and annual forecast and reforecast when necessary.

 Report hiring and attrition impact in short term and long term forecast.

 Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments. 

 Provide proactive solutions that support the call center management and workforce management for continuous improvement.

 Schedule Training rooms utilization. 

 Plan & manage offline activities