HCL - Automation Lead - Project Management/Program Management

HCL is hiring for Automation Lead/ Project Management/ Program Management

Overview :

- The Automation Lead has responsibility for working closely with operations and client stakeholders to identify business needs that may be translated into business process and technology requirements for implementation.

- Responsible for applying the project life cycle methodology of eliciting requirements, defining scope, gaining approvals and conducting post validation activities.

- Responsible for establishing procedures and processes for staffing, scheduling, forecasting, planning and reporting.

Essential Duties & Responsibilities :

- Lead the effort to effectively gather requirements, identify business needs, define the projects scope, and gain business approvals and coordinate post validations

- Work with management to develop change delivery plans and communications

- Develop and present materials to communicate change scope, timelines, impacts, risk and value

- Establish and maintain methodologies to ensure on-going integration of processes affecting business Operations

- Design measurement criteria to monitor the nature of processes and end-to-end integration across functions

- Implement and manage an effective change management process to ensure smooth transition of new or adapted processes

- Identify and pursue technological and process improvements to enhance effectiveness and efficiency

- Use business tools and advanced industry knowledge to identify problem areas and document business requirements

- Analyze industry regulations and market protocols to ensure continuous benchmarking and achievement of optimal customer satisfaction

- Review and ensure processes comply with internal policies and external regulations

- Coordinate, participate, and/or manage multiple projects assigned by management, providing input on Customer Operations related matters.

- Interface and coordinate with various stakeholders

- Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation of strategic workforce planning, scheduling, RTM and reporting with a very strong focus and ability to execute in a dynamic organizational environment

- Responsible for design and implementation of scheduling, capacity planning and reporting to support contact center locations

Build, develop and lead Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required standards and deliver on critical activities :

- Planning for the day (volume forecasting, staff scheduling)

- Planning for Week (making scheduling adjustments including OT plans)

- End to end WFM and performance reporting & analytics

- Forecasting for the month, quarter and half year etc.

- Measuring results

- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns

- Lead team to analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities

- Utilize forecasting/staffing information to properly support the contact center operations in terms of seat capacity, work locations, workstations, hardware, etc.

- Lead report automation

- Review weekly staff plan with recruiting, operations, finance and executive leadership

- Attend daily, weekly and monthly staff and operational meetings as requested

- Propose, Plan and Implement new WFM capabilities and initiatives with executive leadership

- Periodically review WFM progress based on the strategic direction

- Should aim at reducing costs, improve service levels, optimize customer satisfaction

Education/Experience :

The minimum education requirements are :

- Bachelor's degree in relevant field

The minimum experience requirements are :

- Experience in a business analyst or project related role

- Working knowledge of using a project or change management methodology to deliver projects

- Experience contributing to success in a project management environment in a project role

- Skilled in using computer software applications such as Microsoft Office and other project management tools

- Experience with leading contact centers is must

- Experience in using Verint WFM Suite

- Prior supervisory experience required and understanding of various telephony technology for contact center is must

- Report automation and expert skills in Macro

- Minimum of 10 years call center experience required

- Minimum of 8 years management experience required

- Ability to manage all customer channels (Voice/Chat/Email)

Skills and Competencies :

- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines

- Excellent analytical, organizational, and time management skills

- Advanced interpersonal, presentation, and oral/written communication skills

- Ability to assess root cause of problems and identify/recommend solutions

- Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking

- Able to focus in a fast paced, flexible environment, attention to detail

- Excellent verbal and written communication skills

- Ability to adapt to change