This position is a critical component to our service levels and customer experience. They will work to understand historical patterns for work arrival and adjust to ensure we are scheduling our staff at the right times. This is position that our real-time analysts will progress to.
Data analysis: by examining large datasets to spot trends and future call volumes, the planner/scheduler role primary goal is to optimize workforce allocation. Their ability to swiftly make informed decisions around staff placement ensures operational efficiency and high customer satisfaction levels.
Forecasting: planners predict call volumes and staffing needs accurately, optimizing workforce allocation to meet customer service levels without overstaffing. They use historical data trends and real-time variables, such as marketing campaigns or seasonal changes, to create precise models for future requirements. The goal is to align forecast with actual incoming volumes with accuracy above 85%.
Scheduling: adjusting workforce schedules to match demand fluctuations ensures optimal staffing levels. A planner’s precision in planning impacts operational efficiency and customer satisfaction directly. They will interface with cross functional teams to communicate, facilitate and implement staffing plans. Coordinate with various dp-rh-001-rev 0 departments on daily staffing levels and production efficiency. Produce schedules within expected time frames and work in collaboration with operations if any issues surface.
Reporting: compiles summarize and disseminate various reports including but not limited to; production hours, daily performance summaries, lt/st forecast analysis. In addition, any ad-hoc reporting requested.