Workforce Panner

The Workforce Planning team provides the data, analytics, and resource management services to ensure Customer Operations’ staffing levels are appropriate to handle the needs of the business. This role of provides actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating and space utilization.

Responsibilities

• Forecasting & Capacity Planning
  
  • Develop detailed resource models to show headcount utilization and need for major CO delivery team functions
  • Workforce Planner will be responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis.
  • Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation
• Headcount Reporting & Analytics
  
  • Provide recruitment pipeline requirement
  • Position & Head Management
• Productivity Tracking
  
  • Provide robust measures of efficiency/productivity for each major business delivery team function
• Scheduling
  
  • Scheduling and shift optimization for Customer Support roles
• Stakeholder Engagement
  
  • Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
• Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
• Develop and produce performance information with which to inform, engage and influence various levels of operational management.
  
  

Qualifications

• Years of experience in managing a workforce management program, delivering resourcing plans for a variety of support and back office processing functions
• Must have good communication skills
• Excellent database management skills
• Should have good analytical, Interpersonal skills & Problem Solving skills.
• Should have working knowledge of Capacity plan build and scheduling
• Exceptional communication and stakeholder management skills and experience partnering with senior business leaders
• Experience working in a highly complex global matrix environment
• Deep understanding of workforce planning, tools and methodology
• Understanding of business processes improvement and methods of working
• Strong interpersonal skills with all level of staff with excellent verbal and written communication
• Excellent planning, administration and organization skills
  

Refinitiv is one of the world’s largest providers of financial markets data and infrastructure, serving over 40,000 institutions in approximately 190 countries. We provide leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community - driving performance in trading, investment, wealth management, regulatory compliance, market data management, enterprise risk and fighting financial crime.