Resource Planner

Role and Key Responsibilities:
Prepare schedules based on client/business requirement.
Prepare efficient staffing models and analysis, to help leaders in decision making.
Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
Develop schedules and staffing plans for assigned business in an accurate and timely manner.
Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
Prepare reports for hiring needs, schedule and ...