Work Force Management Manager

Role Definition

WFM provides high quality reliable data with account stakeholders to support them making management decision and provides regular timely and accurate updates, Need to take care Long/Mid/Short term Forecasting, Scheduling and Capacity Planning for the process.

Roles and Responsibilities

"1. Individual Contributor role 2. Responsible to create FTE sizing for new/existing businesses, providing optimized solution. Coordinate with various stake holders and provide inputs from WFM standpoint. 3. Should have hands on experience in generating Forecasting, Planning & Scheduling in Excel. 4. Identify opportunity area in Occupancy optimization. 5. Providing solution to meet the customer requirements 6. Customer Relationship. 7. Ability to work on existing or create new Cap plan as per the requirements. 8. Analysis of reports including process dashboards & initiate appropriate action plans. 9. Ensure effective planning of Volumes, Resources (Capacity planning and staffing. Maintains customer oriented approach and focus on key deliverable areas. 10. 24 X 7 availability as per the RFP requirement"

Education

Graduate

Knowledge

"Must Have :- 1. Forecasting/Cap Planning/ Scheduling. 2. Good Excel Skills."

"Good to have:- 1. Knowledge in any WFM tool"

Experience

Must Have :- 1. Should have worked in WFM in a Call Centre environment and have worked in Forecasting, Scheduling & Cap planning. 2. Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc."

Good to have

Behavioral Skills and Attributes

"1. RFP support experience preferred 2. Able to work on MS-Office Excel, Word & P.Pt 3. Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc. 4. Excellent verbal, written communication & presentation skills 5. Good Interpersonal & stake holders management skills with problem solving approach. 6. Should be able to independently handle client communications, Min. 1 year experience in Forecasting/Capacity Planning/RFP. 7. Good to have awareness about COPC Certifications . 8. Demonstrate Customer Service Skills."