Associate Director - WFM - ITeS

Associate Director - WFM - Biggest US Based ITES Firm

We are looking for a seasoned WFM professional for West Zone. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.

Key Responsibilities:

- Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment

- This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.

- Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.

- Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.

Proven capabilities in -

- Improving WFM delivery in the troubled accounts

- Rolling up the sleeves and doing things on own (rather than delegation to the team)

- Attention to details

- Experience in CRM and Banking - International and India Domestic domain is mandate

Qualifications -

- Prior supervisory experience required and understanding of Avaya contact center technology and Microsoft Office Applications

- Minimum of five years Call Center experience required

- Minimum of three years Management experience required

- Ability to manage multiple job tasks at one time