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- Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization.
- Develops and implements effective Workforce Management (WFM) practices to address business challenges.
- Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support.
- Builds strong partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs.
- Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs.
- Oversees the creation and execution of long-term forecasts and workforce budgets at both organizational and site levels.
- Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements.
- Ensures service operations, including contact centers and other support functions, meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing strategies.
- Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve individual and team performance based on key metrics.
- Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements.
- Engages regularly with Operations teams to review long- and short-term forecasts, assess the impact of procedural changes, and address staffing and operational performance issues.
- Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization.
- Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs.
- Maintains strong governance over team performance and regularly reports progress to WFM leadership.
Skillset Requirement
- Fundamentally a strong people manager & mature leader
- Excellent communication skills, Creative, and should display effective thought leadership.
- Outcome focused, with thought clarity
- Experience working on WFM tools like NICE, Verint, Aspect and other leading WFOs
- Understanding of various statistical models and new gen technology used in Call centre forecasting and scheduling solutions.
- Six Sigma and COPC Certification will be an added advantage.
- Strong ownership and can-do attitude, dealing with ambiguity
- High IQ and EQ
