Assistant Manager - WFM

Skillset and Criteria

1. Should have knowledge and experience in RTA, scheduling, capacity planning, billing*
2. Candidate should have knowledge of scheduling based on workload method and Erlan-C
3. Candidate should have detailed knowledge of capacity and manpower planning along with client handling experience for capacity calls, should have knowledge of PCM , FTE and hourly billing.
4. Provide end-to-end Work Force Management Support to Operations and support functions.
5. Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
6. Establish and maintain communication channels regarding events that impact call and claim volumes
7. Responsible for all aspects of Data management including Data Analysis, SLA performance management, Insight development
8. Creating and publishing intra-day, weekly, monthly, quarterly and ad-hoc reports that give a representation of the performance with actionable insights
9. responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and- working with the leadership team to validate the planning assumptions and volume forecast
10. Formulate recommendations based upon analysis, data and input from users and departmental management
11. Maintaining a close working relationship with all departmental leadership in developing staffing strategies
12. Advise process owners, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis.
13. Partner with process owners regarding Capacity planning based on actual experience and trend analysis and implement necessary tactics to achieve service targets.
14. Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change work hours).
15. Analyze, develop action plan and resolve service delivery and / or service level /TAT issues.
16. Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
17. Collaborate with supervisors to identify and track both planned and unplanned absences.
18. Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for- improvement and implement solutions.
19. Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.