Sr. Manager WFM

THE ROLE

The Group Leader/Sr. Manager WFM - will be responsible for handling one of the Global account. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.

ESSENTIAL JOB ELEMENTS

• Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
• Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
• Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
• Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
• Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
• Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
• Manage internal communications process between WFM GEOs’
• Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
• Responsible for setting strategic direction for all WFM disciplines.
• Define and communicate Governance Structure, objectives and operational guiding principles.
• Should aim at reducing costs, improve service levels, optimize customer satisfaction

PROFILE & EXPERIENCE

• 11 + years of overall work experience and 6+ years of experience required in WFM (Pref in international lobs).
• Minimum of five years of experience required in Outsourcing Industry.
• Excellent understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
• Prior supervisory experience required and understanding of Avaya contact center technology and Microsoft Office Applications
• Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
• Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.
• Ability to manage multiple job tasks at one time
• Able to focus in a fast paced, flexible environment, attention to detail
• Ability to adapt to change and to manage stress appropriately
• Able to build a positive work environment across many sites and influence leaders outside of direct responsibility
• MBA/ PG Degree would be an advantage.