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

Pune

FPL Technologies - Workforce Management Role 

FPL Technologies - Workforce Management Role  ,Job Description for FPL Technologies - Workforce Management Role  in FPL Technologies Private Limited in  Pune for (10-22) years of experience. Apply Now!

Job Description for FPL Technologies - Workforce Management Role  in FPL Technologies Private Limited in  Pune for (10-22) years of experience. Apply Now!