FPL Technologies - Workforce Management Role

Repayments is a liability collection team of 150+ HC and growing outbound process heavy on digital communication workflows and predictive dialing. You will be responsible for Planning and executing HC, Systems uptime, BCP, Connect % and Utilization.

What you'll do?

- Manage the complete allocation of tasks on Dialer responsible for connect% and utilization

- Develop the forecasting mechanism and generate the LTF and STF plans

- Increase the forecast accuracy as well as capacity accuracy using MAPE

- Manage the service levels at an interval level rolling up to day, week and month

- Creation of the ramp-up and ramp-down plan for the Repayments and manpower based on the framework

- Scope out and create the reports for the output metrics i.e. occupancy, efficiency

- Work on improvement of the input metrics using the insights and analysis and project manage the improvement in efficiency

- Lead the team of RTAs and provide the leading and development to the team

- Data integration, creation of the new metrics and dashboards to share the insights and impact

- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism

- Creating a Business Continuity Plan (BCP)

- Manage the volume allocation for internal and external teams as per the capacity planning

- Lead the partner performance management on the productivity as well as quality metrics, conduct regular reviews and escalate the teething issues

What you'll bring?

- Minimum 6 years of experience in WFM and minimum 2 years at Lead/Manager level in CS/BPO/Contact centers

- Adept with data, strong analytical skills, ability to prove hypothesis using metrics

- Ability to work with multiple cross functional teams - product, support, Vendors etc. in building scalable systems & processes

- Structured thinking plus problem solving is a must have: should be able to identify the underlying issues and program manage the solutions

- Should have worked on the forecasting and scheduling tools and should create the manual automation using MS excel/data

- Proficiency on MS excel, DLT and access

- Knowledge on SQL & Python