Workforce Management Director

2 weeks ago

Noida, Uttar Pradesh, India iQor Full time

Job Summary:

As a key member of the iQor team, the Senior Manager Workforce Management will be responsible for ensuring that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position requires strong leadership and analytical skills to manage various administrative duties and ensure accurate reporting, reporting structures, and system access.

Key Responsibilities:

  • Develop and maintain training plans to ensure adequate staffing resources are planned for to handle forecasted call volume.
  • Participate in client calls to review forecasting and scheduling, ensuring alignment with business objectives.
  • Provide regular reporting to the operation team, illustrating intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
  • Recommend and execute staffing and scheduling modifications on an intraday, daily, weekly, and monthly basis to ensure KPI are met.
  • Ensure off-the-phone activities for agent populations are scheduled to not impact KPI performance and properly reported in scheduling systems.
  • Manage forecasting and scheduling processes, including vacation day approvals, schedule change approvals, and loading new hire schedules.
  • Manage administrative processes, including ID administration.
  • Lead a diverse team of WFM analysts in multiple locations.
  • Perform other duties as assigned.

Requirements:

  • 8-10 years of work-related experience.
  • Prior work force management experience, including forecasting, staffing, and scheduling, with a minimum of 3 years required.
  • Prior call/contact center experience, with a minimum of 3 years required.
  • Strong oral and written communication skills.
  • Prior supervisory experience, including a team of 5 or more direct reports.
  • Excellent presentation skills.
  • High level of proficiency with Excel.
  • Strong mathematical and analytical skills.
  • Ability to multi-task, prioritize, and delegate deliverables.
  • Ability to maintain confidential information.
  • Working knowledge of IEX.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred. Master's Degree preferred.

Physical Requirements:

Occasional exertion of up to 10 lbs. of force to push, pull, lift, or otherwise move objects. Visual acuity to perform activities such as preparing and analyzing data, and/or viewing a computer terminal. Speak, type, and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

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