HCL - Service Delivery Lead - WFM

- Strong Understanding of WFM concepts on Forecasting, Scheduling and Real time.

- Excellent verbal and written communication skills and ability to communicate with all levels of the organization

- Strong awareness of Industry wide WFM Best practices

- Exposure to WFM tools like Aspect,IEX, Blue Pumpkin and Understanding of call flows

- Ability to be flexible and quickly adapt to changing business needs and processes

- Ability to think analytically and logically

- More than 12 years of total and 8+ years of WFM experience in a multi-site environment with global footprint

- Proven track record of successful client engagements and growth

Job Description :

- Assist in the development of both short and long- term staffing and scheduling strategies for optimum Contact Center performance.

- Provide insight and feedback with regard to financial oversight,

- Strategize and support the development of opportunities for process, performance and efficiency improvements.

- Support the team members in all aspects of day-to-day operations.

- Consistent communication with team members and leadership in order to establish and reinforce strategies

- Promote a positive and energetic image with regard to the changing business practices

- Ensure department business is carried out in an efficient and professional manner.

- Lead and Mentor the team

- Coaching and development of the team members

- Responsible for ensuring the business profitability.

- Lead Business performance reviews with client and senior management.