PURPOSE OF POSITION

He/she is responsible for driving efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level. Manage WFM deliverables, handle escalations, proactively engage resources to address issues and effectively delegate workload across the teams. Solves complex customer support issues and proactively heads off negative service trends. Identifies root causes to improve accuracy, and productivity. He/she will experience a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills. Should be able to lead and manage a team WFM analysts, planners, schedulers, and their performance.

The Workforce

Manager is also responsible for achieving compliance to WFM operating procedures and will be able to provide explanation and accurate reporting data on actual staffing variance to requirements and actual staffing variance to IDP/Capacity plan at any time; and specify the contingencies in place to fill any gap(s). Shared resources supporting Command Center should attend all functional meetings and the Train the Workforce and fulfil all requirements of a Workforce Analyst.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

- Responsible for supporting a team of Planners/Schedulers/Leads/RTA analysts
- Responsible for the teams defined objectives as provided by internal leadership




- Act as the WFM point of contact for assigned Project/Center as it applies to Planning & Delivery related functions
- Monitor hourly Intraday reports to reflect projected and actual Agent staffing levels against staffing requirements for demand type(s) and other breakout views as defined by Clients.
- Co-ordinate and collaborate with WFM team and Stakeholders to ensure quality delivery within the workforce management and scheduling environment
- Participate in functions/meetings as required
- Identifying areas of opportunity and implementing innovative Realtime solutions to maximize efficiency
- Implement and perform audits to ensure accuracy in all processes and deliverables
- Performs other related duties and assignments as required and as assigned by WFM leadership
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment
- Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately
- Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance

QUALIFICATIONS

- Minimum 10 years call center experience and 7 years WFM experience
- Strong knowledge in cross functional and enterprise-wide business process operations.



Able to work effectively at all levels in an organization
- Ability to understand, analyze and report on call center metrics
- Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling.
- Must demonstrate solid analytical, numerical, and problem-solving skills
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic, and proactive in solving problems
- Validated experience providing project and change management for multiple, simultaneous department and cross-functional projects
- Demonstrated ability to synthesize quantitative data into easy to understand and meaningful recommendations through a consulting mind set.
- Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
- Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
- Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery
- Proficient in MS Excel and Power BI
- Build dashboards to help drive business decisions
- Bring forecasting techniques to help increase and sustain a high degree of forecast accuracy
- Expert level knowledge of workforce management software and tools (Incontact and IEX)
- Strong time management skills.
- Strong mathematical, analytical, and organizational skills.

📌 Manager - Workforce Management (Delhi)
🏢 Everise (india) Bpo Services
📍 Delhi