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 appropria...