Jonathan

Workforce Manager

Sr Workforce Manager

Lead discussions with executives on short- and long-term forecasting, budget estimates and strategic plans to accomplish staffing and financial goals/target., Provides Leadership Team with future forecasted performance predictions and mitigation action plans, Works with global teams to drive global alignment of processes, procedures, and best practices across the company, Drives WFM planning and handover cycle between our planning, deployment and Real Time functions, Drives and manages change for global Capacity Planning team, across multiple locations, Builds and maintains strong working relationships with a variety of stakeholders specifically regional and global partners, Leads planning and execution of staffing, capacity and workflow plans for multiple functional areas in one or more sites and clients, Ensures professional development of a team with a variety of skills and experience

Workforce Manager

Provides Leadership Team with future forecasted performance predictions and mitigation action plans, Works with global teams to drive global alignment of processes, procedures, and best practices across the company, Drives WFM planning and handover cycle between our planning, deployment and Real Time functions., Drives and manages change for global Capacity Planning team, across multiple locations, Builds and maintains strong working relationships with a variety of stakeholders specifically regional and global partners, Leads planning and execution of staffing, capacity and workflow plans for multiple functional areas in one or more sites and clients, Ensures professional development of a team with a variety of skills and experience

Senior Planning Analyst

Forecasting and capacity modeling, Development of contact center hiring plans, Analyzing historical data and performance results to produce short and long-term forecast (scheduling and hiring plans) that incorporates all resourcing inputs (Shrinkage, workload, attrition, hiring plans, planned and required FTE’s), Provide detail analysis to business partners on attrition trends and hiring plans for internal portfolios, Provide 3rd party vendor/client details on planning and staffing expectations, ensuring contractual obligations are balanced with KPI’s, Analyze budget trends, impacts, run rates, Actively share information and work to create ongoing synergy between the Planning and Scheduling/intraday teams, Create open communication with lines/meetings with business partners and operations, Communicate recommendations supported by a compelling storyline to key stakeholders to ensure impact and drive change in the organization

Senior Planning Analyst

Forecasting and capacity modeling, Development of contact center hiring plans, Analyzing historical data and performance results to produce short and long-term forecast (scheduling and hiring plans) that incorporates all resourcing inputs (Shrinkage, workload, attrition, hiring plans, planned and required FTE’s), Provide detail analysis to business partners on attrition trends and hiring plans for internal portfolios, Provide third party vendor/client details on planning and staffing expectations, ensuring contractual obligations are balance with KPI’s, Analyze budget trends, impacts, run rates, Actively share information and work to create ongoing synergy between the Planning and Scheduling/intraday teams