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At Alorica, we only do one thing – make lives better, one interaction at a time. We are a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Description: Responsible for managing the Planning team inside the BPOs and give guidance to them. Work closely with (both WFM and SD teams) to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, provide updates about absenteeism, turnover, HC management, etc. in the weekly staffing meetings and/or other forums where those information’s are relevant.

Key functions:

Lead and manage the team. Be the POC of the team in the MBRs and weekly meetings between the vendor and the client. Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs Support the team on trend analysis and work very close to (WFM and SD) to understand the root causes of volume behavior change. Follow the client guidelines in regard to multi skilling and synergies among the operations to support the incoming volume and SLA targets. Help the team build and track the action plans discussed in the weekly staffing meetings or MBRs and provide updates on the action plan results to the main stakeholders 

Qualifications:

Bachelor’s degree or aboveMore than 3 years of experience in BPO industry and WFM departmentMore than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts.Knowledge on statistical analysis and forecasting modeling, knowledge on WFM tools, budgeting, forecasting and scheduling. Needs to have advanced English, good communications, problem solving skills, conflict management, team management, stakeholder management, adaptability.

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.