Primary Job Responsibilities:
• Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
• Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any
• Provide timely escalations to the leadership whenever there is a deviation from planned performance
• Responsible for the management of call volume forecasting, tracking, and planning
• Work with remote Sitel sites, including outsource partners, in a centralized WFM environment
• Work with real-time team to optimize operational performance on a daily basis
• Long-range forecasts (hiring requirements).
• Provide support in creation of capacity plans, ramp plan, and recruitment plan.
• Monitor performance and optimize operational performance on a daily basis
• Oversee scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Perform other duties and assignments as directed
Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)
• 4-8 years of WFM experience in Forecasting , Planning and Staffing
• Minimum Graduate
• Team Management Skills for minimum 2 to 3 years
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.
• Previous experience in a dynamic, fast-changing call centre environment required.
• Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.
• Understanding and contributing towards the business financial goals.