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Senior Manager Workforce Optimization

1 month ago

Noida, Uttar Pradesh, India iQor Full time

Job Summary:

This role is responsible for ensuring that resources are allocated to meet client forecasted call volume while achieving client, internal, and financial Key Performance Indicator (KPI) targets. The position also oversees various administrative duties to guarantee accurate reporting, reporting structures, and system access. Teams in multiple locations, including off-shore analysts, report to this role.

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.
  • Provide 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 the scheduling system.
  • 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 and effective oral/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 skills.
  • Strong 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:

Occasionally exert up to 10 lbs. of force to push, pull, lift, or otherwise move objects. Have 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.