Resource Planner - Guatemala Xela

Position overview:As a Resource Planner you use your expertise to produce short and long term plans for seat resources and for frontline team members. You produce simulations of resource maximization, operations transitions within sites/ geographies and provide recommendations on how to improve the account’s resources. You unify planning for accounts supported in multiple locations.
Key responsibilities:Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots. equipment) needsValidate client forecasts and requirements for trends and compliance with contractual agreementsForecast full time equivalents (FTE) to meet targets based on the analysis of front office and back office volume projections, services metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service levelProject resources (seats, equipment, bots) requirements per account based on current manpower and existing/ upcoming business needs/ goalsManage capacity utilization and monitors the actual costs versus the resource planning budgetCreate frontline team member requisition requests based on capacity plansContribute to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added valueMonitor the utilization of resources across sites compared to the resource capacity forecast and make adjustments based on actual performance and changing business conditions.
Requirements:Schedule flexibility - RequiredAvailability to working on site - Mandatory
Core competencies:Giving supportFocusing on customersEmbracing technologyManaging self-development
Functional competencies:Knowledge of data management and forecasting modelingKnowledge of seat capacity planningIntermediate/ advanced use of Excel or Google SheetsAnalytical and complex problem solving skillsStakeholder management and ability to influence without authority
Qualifications:
3+ years of experience in workforce management preferably in forecasting and planningBachelor’s degree or equivalentCEFR B1-B2 English (oral/ written)