Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 years
What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
What are we looking for Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill levelOffer cordial work environment and cohesive work relationship to the team members and facilitate performance.Coach and mentor sub-ordinates by involving them in decision making processAssist in designing of monthly/quarterly rewards recognition schemesCLIENT INTERFACE:Ensure Client communication and relationship building Keeping in regular touch with operations/client/CL/ROC on forecasts and Service Level performance and highlighting any deviations wherever applicable.Manage all WFM related activities efficiently,



considering the client requirementsAttending con calls related to WFMEnsuring the value added reports on Postmortem analysis of schedules, SL performance, staffing, resource (agents/seats) utilizationQualification - any graduation is a must. MBA will be an advantage. Experience - core experience of 15+ yearsCONFLICT RESOLUTION:Diligently handling issues, escalations and complaints from counterparts at operations and clients endResolve issues within the team, if any, in a timely manner and avoid the issue escalationsBuild strong support with other departments for operations and data reconciliationChange Management:Ensure that all equipment, software and configurations required for smooth delivery of services are in place.Analyze all change request forms and approve the same. Keep in touch with It. Set up and monitor processes related to implementing, testing and reviewing changes and current implementations.
Roles and Responsibilities: FUNCTIONAL RESPONSIBILITIES: Managing MatricesEnsure following matrices are metService LevelForecast AccuracySchedule AdherenceAgent Occupancy and UtilizationLong term Forecasting and capacity planningCreate annual volume and staffing forecasts.Maintain recruitment/ramp plans and raise manpower requirements well in time to meet the required staffingAccurately predict shrinkages and plan staffing accordinglyEnsure Accuracy of forecasts and track deviationsEnsure that ramp plan is executed as per timelines.Track progress from staffing,



logistics and change management perspective and highlight any deviationsShort term planning and managementMaintain internal forecasts, track forecast accuracyMonitor Scheduling efficiency; recommend schedule changes, hours of operation etc. to meet the optimum utilization of agents and seatsMonitor schedule adherence, ensure that offline activities/absenteeism is within the shrinkage thresholdsEnsure that contractual requirements and matrices are met as defined.Do root cause analysis in case of any deviations and continuously work on action plans to improve the same.Meet Operations POC on regular basis and discuss any issues related to WFM processes/ volume/ staffingSuggest ways to improve utilization, schedules and operational effectiveness in terms of managing contractual and internal matricesResponsible for Real Time AdministrationPrepare MIS reports for SLAs, Revenue, Cost monitoring and invoicing on Daily/weekly/Monthly basisFacilitate staffing and schedulingResponsible for Awareness Compliance to BS7799Track expenses revenues and report the same Involved in detailed leadership reportingEnsuring the accuracy and timeliness of client reportingTrack revenue generation in order to meet the budget forecast and take corrective actions in case the same is not being metTrack the revenue leakage and highlight any areas of improvementEnsure that all necessary records and backups are maintained of resolutions of disputes, special approvals and backup of billable information.PEOPLE MANAGEMENT: Measure performance of the team e.g. performance achievements, confirmation and ongoing feedback and trainingBuild effective vertical and horizontal communication channelsBe a role-model for the Team in terms of performance/ behavior/ attitudeFormulate long term plans for the development and motivation of the team
Qualification Any Graduation

📌 Workforce Services Senior Manager (Bengaluru)
🏢 Accenture
📍 Bengaluru