Manager - Planning - Workforce Management - BPO

Job Description :

CWFM-Manager-Planning

The information on this job description is designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Summary of Primary Job Responsibilities :

- Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

- Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any

- Provide timely escalations to the leadership whenever there is a deviation from planned performance

- Responsible for the management of call volume forecasting, tracking, and planning

- Work with remote Sitel sites, including outsource partners, in a centralized WFM environment

- Work with real-time team to optimize operational performance on a daily basis

- Long-range forecasts (hiring requirements).

- Provide support in creation of capacity plans, ramp plan, and recruitment plan.

- Monitor performance and optimize operational performance on a daily basis

- Oversee scheduling philosophy of schedule assignments

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time

- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

- Responsible for maximizing efficiency and occupancy while meeting service objectives

- Oversee analysis and reporting of employee performance including schedule adherence

- Perform other duties and assignments as directed

Typical Qualifications : 

- 4-8 years of WFM experience in Forecasting, Planning and Staffing

- Minimum Graduate/PG

- Team Management Skills for minimum 2 to 3 years

- Strong computer skills that include proficiency in MS Office suite, particularly Excel.

- Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.

- Previous experience in a dynamic, fast-changing call centre environment required.

- Proven analytical skills ability to communicate with various management levels.

- Must be able to communicate clearly and effectively with all levels within the organization.

- Understanding and contributing towards the business financial goals.

Essential Functions : 

Importance :

Essential Functions and Duties Approximate % of Total Job :

1. Prepare and maintain forecasts, and capacities for assigned teams utilizing standard defined process. 60%

2. Maintain distribution curves by gathering and tracking historical call data. Analyze and report volume and campaign/brand activity. Intra-day forecasts. 20%

3. Communicate with Supervisors and Account Managers through weekly meetings, phone, or email. Ensure all client information is accurate and up to date. 10%

4. Assist site operations in presenting forecast data to clients 5%

5. Assist in completion of weekly reports. 5%

Other Functions :

Importance :

Other Functions and Duties Approximate % of Total Job :

Decision Making Authority : 

- Independent Decisions Expected

- Recommendations Expected

- Evaluate and implement plans with best possible forecasting methodologies. Recommend apt shrinkages.

- Direct Schedulers/WFC to fix scheduling gaps

- Recommend and assess the best suitable plan which drives Gross margins on a continuous upward trend

Physical Demands : 

- Ability to work in shifts

Working Conditions :

- Normal office environment

- Quantitative Data : (human and capital resources, fiscal responsibilities)

Supervisory responsibilities : 

Number of associates reporting directly to this position : 2- 6

- Number direct reports exempt from overtime pay- Managerial/Professional : 2-6

- Number direct reports eligible for overtime pay- Clerical/Administrative/Agents : 0

Number of Associates reporting indirectly through supervisors/managers reporting to this position : 0

Total number of Associates reporting to this position : 8-24