WALK - IN For Workforce Management Specialist (Apply in 3 Minutes)
2 weeks ago
Work Location: Sholinganallur ELCOT Chennai.
Interview Mode: Face to Face Interview
Time: 11:00 AM
Interview Date: 15th to 17th MAY 2024
Interview Venue: HCL TECH, Sholinganallur ELCOT campus Chennai-119
Contact HR: Dougles Prem Kumar .N
Experience from 5yrs to 8yrs can walk-in directly.
Essential Duties and Responsibilities:
- must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation of strategic workforce planning, scheduling, RTM and reporting with a very strong focus and ability to execute in a dynamic organizational environment.- for design and implementation of scheduling, capacity planning and reporting to support contact center locations.- develop and lead Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required standards and deliver on critical activities:- Planning- for the day (volume forecasting, staff scheduling),- for Week (making scheduling adjustments including OT plans)- to end WFM and performance reporting & analytics- for the month, quarter and half year etc.- results.- clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.- capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.- team to analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.- forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.- review team procedures and process flows to ensure that they meet guidelines.- in special projects as needed and perform other duties as assigned.- adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence)- weekly staff plan with recruiting, operations, finance and executive leadership- daily, weekly and monthly staff and operational meetings as requested.- and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.- constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.- internal communications process.- with various business verticals to enhance WFM support in newer and unexplored disciplines- Plan and Implement new WFM capabilities and initiatives with Executive Leadership.- review WFM progress based on the strategic direction.- for setting strategic direction for all disciplines.- and communicate Governance Structure, objectives and operational guiding principles.- aim at reducing costs, improve service levels, optimize customer satisfaction- developed project management skills and proven ability to deliver organizational projects within designated timelines- developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.- with Leadership, performance and team management skills
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