To derive the FTE Required for the new Business for Voice & Non voice contacts based on the contractual agreements of the targets for shared or Dedicated staffing models.Strategically forecasting call volumes and staffing requirements for the optimal workforce allocation.Generating schedules tailored to diverse work rules, optimizing workforce efficiency for different region work rules.Conducting in-depth schedule analyses to enhance operational efficiency and maximize cost-effectiveness.Taking charge of the comprehensive staffing, scheduling, and rostering processes on a daily, monthly, and weekly basis to align workforce resources seamlessly with operational demands.

Expertise to generate precise call forecasts by analyzing comprehensive historical data.Generating weekly, short-term, and long-term forecasts with a keen eye for accuracy considering seasonality & trend.Long term forecasting file will share every month 2 months in advance for all region & accounts for Voice & Nonvoice projecting required FTE for the volumes.Holiday Furlough File will share to operations 4 to 6 weeks in advance for voice accounts gives overview of projected Forecast & Staffing for the Holiday based on 2 years data.

Strategically forecasting call volumes and staffing requirements for the optimal workforce allocation.Generating schedules tailored to diverse work rules, optimizing workforce efficiency for different region work rules.Conducting in-depth schedule analyses to enhance operational efficiency and maximize cost-effectiveness.Taking charge of the comprehensive staffing, scheduling, and rostering processes on a daily, monthly, and weekly basis to align workforce resources seamlessly with operational demands.

Work with Solution Architects for New Bids & Solutions.Preparing Manpower and call capacity plans for the accounts.Review change request that impact Service Desk (Roll Outs, Extensions, Seasonal Clock changes (Daylight Savings).Identifying and recommending hiring needs based on current attrition rates and long-term Forecast.Participate in weekly/ Monthly Forecast and Call Capacity planning calls with the clients.Revising the Staffing model based on recent Calls & AHT Trends.