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.
