Senior Manager Workforce Management

2 weeks ago

Mumbai Pune, India Growinity Solutions Full time US$ 90,000 - US$ 1,20,000 per year

Shift- US shift- 6 pm to 3 am (night shift)

Department Workforce Management

Reports to Head of Department WFM

Job Purpose

To manage all planning, scheduling & real-time, dialler & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals.

Primary Responsibilities

Manage end to end planning & scenario building for managing account profitability

Manage operations from scheduling & real time perspective

o Service Level management

o Shrinkage & schedule adherence

o AHT

o Outage Management

Collaboratively work with client planning team to review & provide views on forecasting accuracy

To manage the outcome & efforts on the outliers

Review weekly intraday & rosters

Review KPIs and Service Level projections for the coming week

Ensuring all necessary & relevant efficiency parameters are within target

Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters

Working extensively on improving efficiencies for the CC

Manage ad-hoc requirements from Ops & any other functions

Discuss & review daily / weekly / monthly / quarterly performances with stakeholders

People engagement & performance enhancement Manage multiple teams & team performances

Knowledge, skills & competencies required

Functional Skills and Competencies:

Functional knowledge of various workforce management tools

Overall Understanding of the Workforce Management, along with operational management

Understands and know the purpose of the role and how it links to the other roles

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

Customer Focus (Core)

Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs

Has the ability to have difficult conversations with stakeholders constructively

Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them

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

Interpersonal Skills and Teamwork

To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels

Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Experience

Minimum 12~15 years experience in Contact Centre Industry

Minimum of 6~8 years experience in Workforce Management

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