|Job Profile:||Manager – WFM|
|Department:||Work Force Management|
|No. Of Opening:||1|
|Job Type:||Full Time|
This position is responsible for establishing procedures and processes for the staffing, scheduling, forecasting, planning and reporting. Person will manage one of the key WFM functions for the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation of strategic workforce planning, scheduling, RTM and reporting with a very strong focus and ability to execute in a dynamic organizational environment.
Responsible for design and implementation of scheduling, capacity planning and reporting to support contact centre locations.
Build, develop and lead Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required
End to end WFM and performance reporting & analytics
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.
Utilize forecasting/staffing information to properly support the contact centre Operations in terms of seat capacity, work locations, workstations, hardware, etc.