RMC Lead

Execute budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis. Data driven inputs for forecasting and discussion with category leaders to finalize forecast volumes/FTE. Perform complex analysis using past trends, Call arrival pattern etc testing of multiple inputs, using simulation to forecast . Develops partnerships with other internal groups and business units to ensure on time forecasting as required by contracts.  Distribution of monthly forecast into Day wise volume considering factors (like seasonality, recent/past trends, RSSI Impact, Bill Cycle, affecting volumes. In addition, Language wise split of volume distribution basis historical trends and language availability at various partners. Structured review and share within group contact center trends as submitted by partners against forecasted volume including call center volume, call patterns, staff productivity, attrition rates and resource allocation to maintain appropriate staffing levels. Discussion and closure of Work Force availability as per required forecast and agreed calculations with partners Assist in the coordination and oversight of audits - 3rd Party Audits at Call Centres (CC). - Tracking, Engaging Operations and Compliance team on closure of audit related feedbacks, implementing practices found as opportunity at all CC, tracking of Non Conformance of audits. Completion of TPRA Audits. Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels. Reporting alignment to ensure Minimum Guarantee (MG) Mitigation involving but not limiting to Documenting & taking acknowledgement from Partners who have less headcount (as per requirement) against accepted forecast and updating the same to all Process/Vertical Heads. Call center accessibility as per regulatory guidelines. Quality of Service (QoS) reasoning /detailing for regulatory reporting - Details to be taken from Operations/ Business / Category heads in case any circle wise misses. Upload the data on Compliance Management System (CMS) Portal as per defined timelines. Preparation of day wise Forecast Master file for reporting (DARTs) and ensuring it is available on the MDM portal for DARTs team to use in reporting.