Manager - Communication Workforce Management - Planning

CWFM-Manager Level 2 -Planning

- Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

- Manage a team of AMs - Planning who are responsible for hiring plans and revenue for various lines of business.

- Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any

- Provide timely escalations to the leadership whenever there is a deviation from planned performance

- Responsible for the management of call volume forecasting, tracking, and planning

- Work with remote sites, including outsource partners, in a centralized WFM environment

- Work with real-time team to optimize operational performance on a daily basis

- Long-range forecasts (hiring requirements).

- Provide support in creation of capacity plans, ramp plan, and recruitment plan.

- Monitor performance and optimize operational performance on a daily basis

- Oversee scheduling philosophy of schedule assignments

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time

- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

- Responsible for maximizing efficiency and occupancy while meeting service objectives

- Oversee analysis and reporting of employee performance including schedule adherence

- Perform other duties and assignments as directed

- 4-8 years of WFM experience in Forecasting, Planning and Staffing

- Minimum Graduate

- Team Management Skills for minimum 2 to 3 years

- Strong computer skills that include proficiency in MS Office suite, particularly Excel.

- Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.

- Previous experience in a dynamic, fast-changing call centre environment required.

- Proven analytical skills ability to communicate with various management levels.

- Must be able to communicate clearly and effectively with all levels within the organization.

- Understanding and contributing towards the business financial goals.