WFM ManagerSupport Full Time Gurgaon More Details
1 week ago
Job title: WFM Manager
Location : Gurgaon / Pune
Job description :
At Fareportal, we create the technology that is driving innovation in the travel industry – one of the worlds fastest-growing sectors. Our employees are the core of our organization and together were revolutionizing the way people book travel.Our portfolio of brands including CheapOair and OneTravel receive over 100 million visitors annually and drive over $5 billion in annual revenue.In addition to competitive pay and benefits, generous time off, and frequent company-wide social events, Fareportal provides employees with an environment that nurtures diversity, creativity, and success. Our open and Agile workspace gives our employees the time and space for collaboration, brainstorming, and research and development. At Fareportal, youll be challenged, rewarded, and motivated to work effectively day in and day out.
HIGHLIGHTS:
Fareportal is the number 1 privately held online travel company in flight volume. Fareportal partners with over 500 airlines, 1 million lodgings, and hundreds of car rental companies worldwide. 2019 annual sales exceeded $5 billion. Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites. Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.Role Description:
To manage all WFM Planning & Real Time Management related processes, along with seating & ACD projections and the forecasting & governance profile for the centre to ensure that we achieve the business objective (primarily achieving business service level, Transaction / FTE & Supply deliverables) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, stakeholder management, cross functional working, while ensuring forecast alignment with strategic goals.
Responsibilities:
Capacity planning (Headcount, Seating & ACD) for the contact center. Headcount governance for all support & operational supervisory areas. Responsible for centralized data repository for Headcount & reporting. Working extensively on annual budgets for the Contact Center. Liaise with multiple stakeholders / departments within Contact Center for capacity planning. Liaise with recruitment for hiring plans. Review forecasting with the Scheduling & RTA team. Overall governance of the WFM systems & processes. Manage operations from scheduling & real time perspective. Service Level management. Shrinkage & schedule adherence. AHT. Outage Management/BCP. Ensuring all necessary & relevant efficiency parameters are within target. Working extensively on improving efficiencies for the Contact Center. People management, review & development for his / her immediate team.Knowledge, skills & competencies required:
Functional knowledge of workforce management tools. Overall Understanding of the Workforce Management, along with operational management. 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 Service Levels. 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.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.Required Qualification:
Minimum – Graduation, Post-graduation diploma is desirable. Strong knowledge of MS Office – additional knowledge of MS Visio & MS Access is desirable. Minimum 12~14 years' experience in Contact Centre Industry. Minimum of 10~12 years' experience in Workforce Management.Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Fareportal reserves the right to change the job duties, responsibilities, expectations or requirements posted here at any time at the Companys sole discretion, with or without notice.
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