- Meetings with Internal Stakeholders:
- Attend and participate in performance management discussions
- Participate and support FTE governance process
- Contribute to weekly business reviews
- Meetings with External Stakeholders:
- Engage in discussions with BPO partners pertaining to capacity management
- Participate in performance management discussions with external stakeholders
Program Management:
- Manage current LOB launches and footprint changes
- Provide support for data required for Jira disputes
- Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes
Data Management:
- Prepare WFM QBR data
- Ensure WFM data sources and internal reports are up to date
- Gather and organize insights from reviews for weekly capacity calls with BPO partners
- Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D;, and other internal/ad-hoc reports and project files
SLA Management:
- Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.)
- Review projected capacity in BPOs and ensure alignment with provided forecasts
- Gather insights from GCC for performance analysis and share with RCO as needed
- Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc.
- Provide clear insights and recommend actions to address any issues and improve efficiency metrics
Basic Qualifications
- Experience in BPO Workforce Management
- Advanced Capacity Planning Skills
- BPO realtime management experience
- Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders
- Strong stakeholder management skills
- Strong analytical and problem-solving skills with a keen attention to detail.
- Ability to derive insights from data and recommend action
- Ability to work independently and prioritise tasks effectively
- Should be well versed with use of generative AI tools like Gemini, chatGPT etc.
- Willing to work in shifts
Preferred Qualifications
- In depth knowledge in Forecasting and Capacity Planning, Erlang, Occupancy, Service Level and ASA
- Worked in a captive unit to manage outsourced BPO vendor partners
- Working knowledge in Google Sheets/Excel/SQL/Tableau and Looker Studio
- Experience in NICE IEX WFM tool