Call Center Workforce Manager - Banking Industry

We are looking for a Work force Manager with good knowledge of Excel, Tableau, Power Bi, VBA.

Candidates from Banking Industry preferred,

Someone who has managed 50000 to 100000 Employees.

Masters in Any Field.

Responsibilities:

- Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements

- Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes

- Working with Vendor Mgmt

- Ensuring role approvals are processed in accordance with Technology Approval Matrix

- Collaborate and contribute to improving other related processes

- Contribute to and administer the global Human Resources (FTE) Plan and maintain controls to manage headcount to a 7% vacancy rate

- Manage Staff Position approval process

Skills:

- PPD Calculations and PPD Management

- Six Sigma tools and Lean techniques

- Call center workforce management and network routing technologies

- MS Excel