Workforce Manager - BPO

We have an urgent opening with one of our client.

We are looking at candidates who have been in hardcore WFM /Capacity planning roles + done process improvements / simplified any process + should be ok with 4pm to 1am shift+ has handled global stakeholders.

Basic Qualifications :

- 15+ years experience in Contact Center Workforce Management administrative positions required (Currently Sr. Manager / AVP role)

- Demonstrated experience and success in leading larger scale WFM or Operations oriented projects in Contact Centers

- Demonstrated expertise in managing scheduling and RTA practices and delivery in multi-channel global contact center environments including phone, email and chat

- Expertise in integrating and managing short term forecasts in Aspect eWFM or IEX

- Experience using various statistical tools for SL optimization and then communicating plans or risks clearly

- Analytical and communication skills are essential to be successful in this role

- Expertise in Microsoft Excel in a business environment

- Experience writing formal business proposals; strong written and verbal communication skills are a must

- Speaking-listening-writing skills, attention to details, proactive self-starter

- Ability to meet tight deadlines and prioritize workload

- Ability to develop new ideas and creative solutions

- Ability to coach forecasting teams to produce the highest accuracy results possible

- Desire to travel and demonstrated success in managing dispersed teams

- Passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort including developing policy and procedure, WFM Team SLAs and ensuring we meet or exceed performance targets

Education : Any Graduate( Full Time) + MBA (Only from premium college / university)

Exp :13+ years (min.)