Position Description – WFM Manager
Position Details
- Position Title – WFM Manager – Team Management
- Department – Workforce Management
- Job Location – Noida / India
- Reporting Manager – Associate Head, WFM
Key Responsibilities
- Responsible for design and implementation of End-to-End Workforce management practice implementation and providing support to multiple contact center locations.
- Own the Capacity planning delivery for entire account and can contribute towards other service lines of WFM – Scheduling, Real Time Management and reporting.
- Client Management : Lead client calls on Weekly/Monthly basis
- Ensure client requirements are delivered with Accuracy and within Timeline.
- Review and own entire forecast locking process with client partner. Get in discussion on a weekly and monthly basis and agree to future 2–3-month forecast. Internal Stakeholder Management Connect with multiple functional owners (Operation, Hiring and Training) and implement Workforce strategies for better synergy within teams.
- Understand requirements from multiple teams and design framework to provide quick and accurate information.
- Design real-time strategies to mitigate realtime challenges.
- Lead weekly capacity planning calls with internal stakeholders.
- Recommend Procedural and operational changes to improve operational efficiency.
Team Management :
- Build, develop and lead Workforce team into a highly responsive team that meets the required standards and deliver on critical staff as well as BAU activities like Capacity Planning, Scheduling, Forecasting, Real time monitoring and Reporting
- Ensure clear goals, objectives, and performance standards are established for the team.
- Identify area of improvement for team members and plan for upskill.
Operation Management
- Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
- Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
- Work directly with the client and site operations team to build staffing strategies that consider all possible variables that may affect staffing and call volume projections.
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
- Create detailed SOPs, ensure timely review/revision & ensure adherence to these SOPs.
- Ensure all required deliverables disseminate timely and accurately to internal stakeholder and clients.
- Proactively raise alerts with Ops on negative trends on Shrink/Productivity, AHT, Volumes, etc.
Key Deliverables
- Track cost and operational Leakages
- Track productivity of associates.
- Track Shrinkage, AHT, Attrition, volume and highlight variations on regular basis
- Track Head to Tail Ratios
- Ensure Client CSAT
- Promote Innovation & Automation within Team
- Control cost and improve revenue.
Mandatory Skills and Applicants Specifications
- Should have Excellent knowledge and understanding of Erlang.
- End to End knowledge of WFM lifecycle – Scheduling, Planning, Forecasting and Reporting.
- Knowledge of WFM tools like IEX, Calabrio, Verint will be an added advantage.
- Good Oral and written communication skills (Role requires regular interaction with onshore Clients and Sr. Leadership)
- Should have good excel skills and be able to up skill the team on excel skill if required, be hands on with creating reports
- Should be able to think on the feet to make decisions related to steps which would impact business
- Strong Analytical Ability and Aim for Excellence.
- Ability to take initiative and ownership of project assigned.
- Pro-active and self-driven
- Exposure to reporting Telephony Platforms like Qlik sense, Avaya, etc.
- Ability to use MS Office.