What the Candidate Will Need
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 explicit 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
Solid analytical and problem-solving skills with a keen attention to detail.
Ability to derive insights from data and recommend act