Sr. Manager WFM

Roles & Responsibilities –

• Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
• Manage the WFM Services for the aligned accounts and team for various geographies.
• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
• Lead and Manage WFM Consulting projects.
• Engage in Proof-of-Concept for the WFM Services vertical
• Track and Manage the PnL for his portfolio of WFM Engagements
• Support/drive transitioning of new clients.
• Collaborate with WaaS leadership to create business proposals for potential clients
• Act as the CNX WFM Account manager for his accounts
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
• Design and Implement continuous improvement/high impact projects
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
• Facilitate development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.
  

Skills And Experience –

• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity
• Knowledge of WFM Tools (NICE WFM/Verint/Aspect).
• Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.
• Analytical and Problem-solving ability
• Knowledge of Contact Center Telephony/IVR and routing platforms.
• Experience in SQL, business intelligence and reporting platforms would be an added advantage.
• Experience in transitioning projects would be an added advantage.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
  

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