- Responsible for identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience and demonstrating long term, mid-term and short-term forecast and capacity plans to business owners.
- Reviewing complex financial information, business analysis, resource management, and functional documentation.
- Work closely with Contact Center Head, LOB head and Lenovo s internal stakeholders in streamlining processes and driving key metrics.
- Participate in review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
- Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners. Align business demand and balance out the agent level shrinkage, utilization, and occupancy levels.
- Drive capacity requirements for various customer touch points (voice calls, Chat, Email, social media, post sales etc) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc
- Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning.
- Review and evaluate past trends in key performance indicators including all areas of Operations, MM trends, Unit volumes plans.
- Supervise the creation and maintenance of User IDs.
- Supervise the scheduling and RTM for all lines of business. Manage ad-hoc requirements from Ops & any other functions.
- Monitor performance indicators, highlight trends, and analyze causes for unexpected variances. Support operations with daily/Weekly/Monthly reports and automated dashboards.
Key skills & knowledge:
- 8+ years within the field of WFM
- Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability
- Knowledge and understanding of statistical methods of forecasting
- Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
Educational Qualification:
