Manager - Workforce Management - BPO - IIM/ISB/MDI/FMS

Shifts : Rotational

Should be from a premier institute

Job Responsibility :

- Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation.

- Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.

- Process orientation, including strong organizational and prioritization skills.

- Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.

- Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.

Good communication, facilitation, and interpersonal skills.

- Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.

- Coach & mentor - Motivating team with excellent people touch

- Excellent analytical skills with ability to problem solving.

- Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure fore-casted service level (SL) for the day is met / maximized. In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.

- Ability to perform Capacity planning on Excel for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing - this could be at a weekly level as well

- Work closely with RTAs (Real Time Analysts) to provide WFM support.

- Proactive approach in recognizing emerging trends

- To perform root cause analysis for the days the Process has missed its targets and suggest corrective action

- Communicating available leave slots considering current staffing requirements.

- Should be able to communicate effectively with client and the Process management on issues relating to WFM

- Provide reports pertaining to SL, Staffing requirements and Forecast deviation

Work experience background required (describe work experience of suitable candidates) :

- Minimum experience of 3-4 years of working knowledge with proficiency in Scheduling and Capacity Planning and min 1 year of leading a team of WFM resources

- Should have hands on experience of being able to generate Schedules for Process sizes ranging from 100-300 FTEs and manage Scheduling for 300-400 FTEs

- High level proficiency in Excel based scheduling and capacity planning (using Erlang or other models)

- Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred

Preferred skills and requirements :

- Excellent analytical skills & attention to detail

- Customer management exposure and good presentation skills is a must

- Ability to lead calls with clients / other business function independently

- Should have excellent client handling skills

- Ability to handle pressure - Timelines and Customer Demands

- Self-motivated and execution oriented

- Team worker and should have people/peer management experience

- High MS-Office skills (Advanced excel preferred)

- Should be capable of handling lots of data in an efficient and effective manner.

- In-depth understanding of the various call center metrics and their impact on each other

- Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS

- Knowledge of Forecasting techniques would be an added advantage

- Leads by example with High Value and Integrity.