The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization/business.
Key Responsibilities
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.
- To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
- Develop schedules and staffing plans for assigned business in an accurate and timely manner.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX entities etc.
- Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
Desired Skills
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
- Ability to plan well and set priorities based on need
- Call center experience
- Good decision-making skills
- Excellent written and oral communication skills required to interact with all levels of management & client representatives.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Maintain confidentiality.
- WFM background (Scheduling and RTA) and knowledge of MS Excel
