Manager Workforce Management

1 month ago

Mumbai, India Career Guideline Full time

Job Purpose

The Workforce Management – Manager plays a crucial role in ensuring effective and efficient workforce operations within the organization. This position requires a combination of analytical, strategic, and managerial skills to oversee various aspects of capacity planning, financial management, process governance, and reporting within the Workforce Management (WFM) domain. The candidate needs to ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals.

Primary Responsibilities

1. Capacity Planning:

  • Collaborate with stakeholders to understand business needs and forecast workload demands.
  • Develop and maintain accurate capacity models, ensuring optimal staffing levels to meet service level objectives.
  • Monitor real-time adherence to schedules and implement adjustments as necessary.
  • Analyze historical data and trends to make informed recommendations for future capacity planning.

2. Commercials:

  • Manage and oversee the accruals process, ensuring accurate and timely recording of resource utilization.
  • Generate invoices based on agreed-upon terms and services provided.
  • Implement revenue generation strategies through effective resource allocation and utilization.
  • To manage revenue forecasting accuracy
  • Review KPIs
  • Calculate service credits for deviations from agreed-upon service levels and ensure proper documentation.

3. WFM Process Governance:

  • Develop and implement standardized WFM processes, ensuring compliance with industry best practices and organizational policies.
  • Conduct regular audits to assess the effectiveness and efficiency of WFM processes.
  • Identify areas for improvement and work with cross-functional teams to implement enhancements.
  • Stay informed about industry trends and emerging technologies to continuously optimize WFM processes.

4. Reporting:

  • Develop and maintain comprehensive reports on revenue run-rate, providing insights into financial performance.
  • Conduct impact assessments on changes in workforce management strategies, processes, or technologies.
  • Generate revenue insights through data analysis and collaborate with relevant teams to drive revenue optimization.
  • Present reports and findings to key stakeholders, providing actionable recommendations.

5. People management & communication:

  • People engagement & performance enhancement – Manage multiple teams & team performances
  • Ensuring all necessary & relevant efficiency parameters are within target
  • Have effective discussions with stakeholders
  • Manage ad-hoc requirements from Ops & any other functions
  • Discuss daily / weekly performance with stakeholders

Knowledge, skills & competencies required

Functional Skills and Competencies:

  • Functional knowledge of various workforce management & financial tools
  • Overall understanding of the Workforce Management, along with operational management
  • Understands and know the purpose of the role and how it links to the other roles
  • Good knowledge of MS Office
  • Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc
  • Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on revenue & capacity
  • Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively
  • Consistently demonstrates organization orientation and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes
  • Strong organizational and project management skills, with the ability to multitask and prioritize effectively.

Customer Focus (Core)

  • Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs
  • Has the ability to have difficult conversations with stakeholders constructively
  • Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them

Communication Skills

  • Ensures delivery of all promises and commitments made to the customers / stakeholders
  • Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
  • Ability to translate and summarize analytical data findings into actionable recommendations

Interpersonal Skills and Teamwork

  • To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
  • Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Experience required:

  • Minimum 5 years of work experience in Contact Centre Industry.
  • Minimum 2 years of work experience in Supervisory role & preferable experience in Workforce Management.

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