Job Description

Responsibilities:

• Provides direct supervision to a team of Workforce Management team members owning Contact Center Forecasting, Headcount planning, scheduling, reporting and real time monitoring.
• Sets and communicates clear expectations for work outcomes and manages performance.
• Effective planning to ensure SLAs of all Clients are met each month.
• Provide timely inputs to Leadership on performance issues, recommendations to improve performance.
• Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.
• Driving projects to improve productivity by analysing historical performance data to identify trends (associate behavior, call volume, activities, etc.).
• Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
• Assist the team in day-to-day execution of plans.
• Remotely work with team members in other locations.
• Work with the Sales teams to gather due diligence information about new / existing Clients.
• Handle escalations and account management to quickly resolve difficult issues.
• Determines type of headcount (part-time, full-time) and site location to align with opex scaling goals.

• Typically requires 6-8 years of relevant experience.
• 3 to 4 years of experience in a high-volume call centre where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.
• 3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards.
• 3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.
• Experience in working on Workforce Management Tools like Verint, Aspect & Calabrio.
• Must be available to work any time between 7 AM to 5 PM US Central time.
• Excellent influencing and communication skills.
• Excellent client service skills and leadership capabilities.
• Excellent analytical and problem-solving skills.
• Strong budgeting, business financial and P&L skills.

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