VP-Workforce Management

In this role, you will be required to build & develop advanced analytics capabilities and assets/accelerators.

Responsibilities

• Responsible for all aspects of end-to-end Workforce Management capability creation including Operations (forecasting, capacity planning, staffing, and scheduling, real-time monitoring, and operations management reporting and analysis), Software Configuration as well as Insight generation.
• Build and update Standard Operating Procedures (SOPs) for Workforce Management with appropriate participation from multiple Operations and Analytics teams
• Develop forecasting, capacity planning and scheduling strategy and framework that will allow the company to meet service levels, revenue goals, operating parameters
• Own the workforce management team as they balance schedule adjustments, schedule exceptions, schedule adherence, mentor and feedback and training schedules.
• Evaluate accuracy of forecasts and schedules prepared by the WFM team
• Be the primary point of contact for data engineers to work with them for managing data, including setting correct expectations and guidelines to get required data, mapping the business requirement to the model appropriate for clients, and managing client expectations to come up with optimal solutions.
• Work with Project lead to develop advance analytical capabilities and assets

Minimum Qualifications

• Bachelor’s or Master’s degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics
• Strong analytical skills with a solid understanding of statistics and predictive modeling.
• Excellent knowledge of Contact center Operations
• Proficient in the use of Dialer, workforce management software, CMS reporting, call recording and monitoring system
• Demonstrate knowledge on call center metrics and WFM policies and procedures
• Experience in the following predictive modeling techniques is a must – GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees & Random Forests
• Proven understanding of forecasting, forecasting models, and trend analysis
• Advanced proficiency with Microsoft Excel, including VBA, is required.
• Basic database skills, including SQL and ability to pull together disparate data sources. SSRS / SSIS Experience
• Well versed with R and/or other statistical tools like SAS, SPSS etc.
• Should have skills to analyze data and provide insights on trends, patterns, etc. which will be critical to the business.
• Project/Program Management knowledge including working on Architecture/Design of BI/Analytics solutions (e.g., on PowerBI)
• Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast paced work environment.
• Demonstrate ability to work independently and in a team environment.
• Self-disciplined and results oriented.

Preferred qualifications/ Skills

• Working Knowledge of data entry on and extraction through Verint/Genesis/NICE
• Knowledge of scheduling functionality of Verint/Genesis/NICE
• Knowledge of forecasting through Verint/Genesis/NICE
• Knowledge of real time analysis using Verint/Genesis/NICE