Sitel Group & Sykes are now Foundever™

This vacancy is now closed

Vacancy title
Work Force - planner
Ref
140365
Function
Operations Management Desk
Work Model
Hybrid
Location
Egypt | Cairo
Required language
English
Contract type
Permanent
Employment type
Full time
Closing date
29/07/2022
Description

Job Title: Work Force - Planner/Forecaster

Reports to: Work Force Manager

KEY RESPONSIBILITIES

Collect information for Forecasting/Planning

  • Collect relevant program information about contractual KPIs/operational assumptions
  • Collect information about “What If” scenarios impacting KPIs/Financials
  • Validate planning assumptions
  • Tool management (creation/update of campaigns)

Forecasting

Internal Forecast:

  • Create forecast with trend analysis (level, seasonality, trend)
  • Signoff/agreement from client to lock forecast

External Forecast:

  • Validate client forecast with trend analysis (level, seasonality, trend)
  • Forecast breakdown (STF)

Long term Forecast lock process (Internal/External):

  • Lead forecasting calls
  • Validate and recommend changes or acceptance of forecast
  • Update forecast in WFM tool

Planning

Calculate staffing:

  • Scenario building
  • Update planning assumptions
  • Calculate requirements
  • Update glide path and learning curve
  • Publish O/U and mitigation plans

Discussion with stakeholders:

  • Lead planning calls and share best fit recommendations
  • Signoff/agreement from internal stakeholders
  • Publish the final plan and communicate with internal stakeholders

Ad-hoc scenarios based on change in internal/external factors

Budgeting/Financial recommendations:

  • Partner with FP&A & operations/AM in annual budgeting process
  • Share trend analysis assumptions and base budget inputs.

OTHER QUALIFICATIONS

Experience

  • One year or more of experience in scheduling. IEX experience preferred (in call center environment).
  • Proven experience communicating with peers and associates

Education

  • Ideally higher or University education with a technical background (mathematical or statistical course desirable)

Certifications and Licenses

  •  n/a

Languages

  • Local language (required)
  • English (required)
  • Other languages (nice to have)

Tools and Applications

  • Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
  • SQL/VBA macros an asset
  • Experience with IEX, CMS, Avaya, IEX is an asset