Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.
Role and Key Responsibilities
- Create Capacity Plans for Enterprise and co-create with partners for their sites
- Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
- Oversee the overall Capacity planning for HC
- Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
- Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
- Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
- Maintain Historical Data and trends
- Review DOW and Intraday Patterns
- AHT profiling
- Assumption Management
- Own HC reconciliation with partner WFM teams.
Key Skills & Knowledge
- Overall experience of 8-10 years and at least 3-7 years in a planning role.
- IEX – WFM Experience and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
- Experience in managing multi-site and multi-vendor environment
- Strong process and mathematical orientation
- Experience of data modelling, simulations and scenario planning
- Experience of stakeholder management and aptitude of planning risk identifications
- Analytical and good understanding of Contact Centre metrics
- Strong business acumen
- Should be a good communicator and a collaborator
- Strong Communicator and decision maker
- Strong attention to detail and sense of professionalism and ability to develop relationships
QUALIFICATIONS
- Graduate
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What We Do
Ascensus helps millions of people save for what matters—retirement, education, and healthcare. We’re also one of the savings plan industry’s leading providers of outsourced services. Our technology, market insights, and business knowledge enhance the growth and success of our partners, their clients, and savers. Ascensus is the largest independent recordkeeping services provider, third-party administrator, and government savings facilitator in the United States. For more information, visit ascensus.com.
