Employer - Leading BPO

Profile - WFM - Senior Manager

Job Location - Chandivali, Mumbai

Shift Timing - UK / US / Philippines (Rotational)

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

- Manage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.

- Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations

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

- To ensure that all forecasts are delivered on time and where possible analyze data tomake recommendations to enhance performance.

- Work with remote 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.

- Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.

- Maintain planned Vs actual forecast details for review with Leadership.

- Monitor performance and optimize operational performance on a daily basis

- Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.

- Oversee the 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

If interested please share your resume with an updated CV

- Current Employer-
- Current CTC-
- Expected CTC-
- Notice Period-
- Total Experience-
- Highest Qualification-
- Ok for chandivali location Yes/No-
- Ok for the Shift Timing Yes/No-

Nishi
Phenom Placements

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