Tactical Planning Manager| RTA WFM| 8 To 10 years| Hybrid| Mumbai

Role :

Job Location:

Experience

Mode of work

Shift timing

• 5 days working Mon to Fri
• We can hire from Pan India

Must Have:

Tactical planning, MS Excel, Real time analysis, WFM systems (e.g. Aspect & CMS), Excellent planning, organizational and analytical skills, should have managed a team of 5 to 10 individuals.

The Tactical Planning Manager is responsible to ensure the delivery of exceptional levels of tactical planning, deploying appropriate resource to meet business needs, leading to the consistent achievement of service level requirements.  Managing & motivating a team of tactical planning specialists, where applicable. You will drive efficiency and effectiveness across all departments / accounts / sites within remit (including UK & off shore), helping the operational business to attain optimal performance against relevant measures of SLA/KPI.   The role will actively encourage the use of management information & insight, utilising statistical analysis to support continuous improvements in operational performance output. Alongside performance improvement it is also imperative that the role be a positive and supportive intervention to ensure that FTE is operating at an optimum level. Interacting and influencing key stakeholders is a necessity at all levels, including Senior Management, Support Teams, and Clients.

Key Performance Areas

Key Responsibilities:

• To lead and develop a team of tactical planning specialists, producing exceptional levels of resource optimization and workload management.
• Complete regular performance and wellbeing reviews with individual team members, also implementing training & development plans.
• Create succession plans for continued development and tenure across the wider planning team.
• Chair meetings, ensuring high quality of content, control, and output.
• Ensure that governance and rigour are applied throughout all planning processes.
• Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk.
• Work with and influence both internal and external senior stakeholders.
• Work in partnership with the wider planning & support teams, including off-shore, to provide a comprehensive service to the business & client.
• Drive operational performance & efficiency
• Drive Intraday/real-time issue resolution and planning
• Identify & react to opportunities for continuous improvement
• Review, analyse, and present on various elements of planning & performance
• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment.
• Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
• Manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
• Take the lead to ensure the action of changes in real-time in order to deliver optimal performance outputs. Deliver impact assessments and production of intraday performance scenarios as a result of exceptional non BAU type events.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.
• Ensure findings from real time analysis are fed through to the end to end planning process.  Develop skills and expand knowledge across the wider planning team activities in support of this.
• Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.
• Highlight non value-add activities that are undertaken in the Contact Centre and then work with key stakeholders to reduce and eliminate these tasks.

Minimum Requirements

• Minimum Qualification:  Graduate

Key Competencies

Skills and Abilities

• Strong analytical and organization skills, including trend analysis.
• Proficient with time management.
• Ability to plan, prioritize and organize effectively / detail oriented.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Regular, punctual and consistent attendance.
• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
• Ability to meet deadlines.
• Ability to work outside of normal schedule with little or no notice.
• Ability to perform additional tasks as assigned

Management/Supervisory Responsibility:

• This position has a responsibility of at least 10 individuals. The successful incumbent will have to ensure that relevant information and data is cascaded as necessary to all stakeholders.