MUM - WFM Planner

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.