.Are you an experienced workforce planner?
Are you structured, organized and do you have the adaptability to work in the dynamic and competitive automotive industry?MSX International has the job for you!The RoleThe Workforce planner will manage the forecasting, capacity planning, scheduling, and will oversee real-time monitoring activities to optimize staff performance and operational efficiency.
The role focuses on balancing workload, ensuring adherence to KPIs, and improving workforce utilization in alignment with the project's objectives, quality standards, and customer satisfaction goals.You will be responsible for:Forecasting: Analyze historical data to produce accurate forecasts for scheduling and daily operations.
Identify patterns and trends in interaction volumes and handling times to anticipate workload fluctuations.
Adjust forecasts to reflect emerging trends or significant changes in business needs.Capacity Planning: Develop annual and long-term capacity plans in collaboration with the global operations team.
Perform short-term capacity planning to adapt to changes or trends in staffing requirements.Staff Optimization: Ensure staff is organized and scheduled effectively to meet workload demands.
Regularly monitor and optimize workforce structures to align with operational needs.Scheduling: Create bi-monthly schedules for 8-9 week periods, ensuring optimal staff utilization.
Incorporate advisor preferences, contract rules, and absence planning into the scheduling process.Real-Time Monitoring (RTM): Oversee team leader real-time adjustments to balance workloads, minimize waiting times, and ensure service levels (SL) for phone, chat, and emails are met.
Monitor advisor occupancy and manage on-the-spot adjustments to achieve daily operational targets.Time Reporting: Manage absence and time reporting for employees across all engagement centers.
Track individual time-off balances, including vacation, time-for-time, and additional leave.Continuous Improvement: Identify and implement improvements in workforce management processes to enhance efficiency and accuracy.
Collaborate with cross-functional teams to share best practices and develop innovative solutions for operational challenges.About youOur ideal Workforce Manager will be an excellent communicator with a problem-solving mindset as well as exceptional attention to detail.To be successful in this role the Workforce Manager will have:Strong analytical and problem-solving skills with the ability to interpret complex datasets.Expertise in workforce management tools and systems, including forecasting, scheduling, and reporting platforms.Proficiency in statistical analysis, capacity planning, and operational optimization.Effective communication skills to collaborate with diverse teams and present actionable insights.Familiarity with KPI management, service level agreements, and workforce efficiency metrics