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WFM Manager

2 months ago

india Tech Mahindra Full time

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.