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. Requirements: 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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