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Job Description
- Manage work force management in an effort to increase operational effectiveness.
- lead and report daily call center metrics on all projects, teams, and agent performance.
- Analyze and adjust staffing to maximize efficiency and service level requirements.
- Ensure tracking center attendance.
- Report and Track staffing ratios and seat utilization/optimization.
- Ensure accurate use of WFM databases critical to the business by training and management of the
- personnel.
- Build effective working relationships with internal and external departments.
- Track on the changes to forecast
- Tracking, monitoring, and reporting trends in project metrics.
- Work out various alternatives for identifying staffing needs and sources.
- Own and drive WFM and data mining tool deployment
- Own and drive other tools (CSAT, FCR etc.) deployment in the contact center and drive implementation
- Follow up and compliance of COPC Metrix
- Ability to work in highly ambiguous environments and build solutions that have the ability to flex with the
- business needs and ultimately scale
- Identify effective talent supply chain partners, onboard and manage against execution, cost and
- compliance
- Anticipates future business needs and identifies investments needed, and builds the infrastructure to
- ensure optimization capability is geared toward (or even ahead of) business demand
- Builds labor acquisition strategy inclusive of employee class recommendations, labor pool utilization,
- talent pool conversion and other channel resources across different businesses
- Ability to translate customer service requirements into logistics/supply chain requirements
- Lead initiatives to optimize hiring lead times, costs and service levels
- Must be able to systematically escalate problems or variance in the labor plan to the relevant owners and
- teams and follow through on the resolutions to ensure they are delivered
- Work within various time constraints to meet critical business needs, while measuring and identifying
- activities performed and ensuring service requirements are met
- Develop performance metrics to assist with driving business results
- Oversee and review WFM performance in all aspects
- Revise and observe Client review and methods
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.
Job Requirements
Qualifications
- Bachelor’s degree in MIS, or any related field
- Masters degree is a plus
- COPC certified is a Must
Experience & Skills
- +6 years of experience in a similar role to Workforce Management, including scheduling and forecasting experience with a software package such as Verint or IEX Total view and at least 4 years of
- Experience in leading teams
- Knowledge of Genesys, Verint, or other related WFM software and procedures
- Presentation skills to the management
- Knowledge of Profits and loss
- Knowledge of new business proposals
- Knowledge of client attraction methods
- Business acumen
- Data Analytics
- Strong organization skills, attention to detail and follow through to resolve any outstanding issues.
- Ability to work closely with the technical support team in understanding and resolving systems issues
