Assistant manager WFM

Job Description

Greetings from SIDE! We are hiring for the role of Assistant Manager WFM. Job Description: Lead a workforce planning team Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness. Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints. Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Command Centre team to support the customer Experience at all times. Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time. Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary. Communicates effectively with peer Workforce leads and Managers across the same functional areas worldwide to drive priorities. Participate in wider projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives. Partner with Operations, Capacity Planning and Clients to analyse historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators. Support site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA. Lead critical projects to improve workflow processes. Fully leverage existing technology, including global standardization of reporting. Requirements: Experience in people management Bachelors Degree in a quantitative field (math, statistics or equivalent) 5 years experience in WFM in BPO industry. Experience in building and analysing models for forecasting and headcount optimization. Experience in Capacity Planning, Scheduling & Rostering Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment Proficient in advanced usage of Microsoft Excel Excellent communication skills