Job Description

What can you expect: Marsh McLennan has in-house contact centers across geographies like US, UK, Australia, France and many more. These contact centers are serviced by a centralized WFM team which supports in functions like real-time management, sche

What can you expect: Marsh McLennan has in-house contact centers across geographies like US, UK, Australia, France and many more. These contact centers are serviced by a centralized WFM team which supports in functions like real-time management, scheduling, forecasting, capacity planning, budgeting and MI. This centralized team has an onshore as well as an offshore presence, and each center is led by a WFM manager. We are looking to hire a senior WFM Manager to lead the centralized team and help drive excellence in the delivery of all WFM functions. This is a people manager role . The role will be based in Gurgaon, India. What is in it for you: Opportunity to be a part of world\'s leading insurance broker and risk management company with client in over 130 countries with over 80,000 people To Lead a centralized contact center support function which includes Contact Centre Planning, Work Force Management including Scheduling and Real Time Management practices, Customer Advocacy based practices like NPS and Quality, and includes extensive stakeholder management across Mercer\'s contact Centre in various geographies Commitment to Diversity and Inclusion, Corporate Social Responsibility, and Sustainability A competitive salary, employee friendly policies, health care and insurance for you and dependents A respectful work environment that values healthy work-life balance Future career opportunities across a global organization to perform and grow Chance to be a part of a dynamic work culture that rewards innovation and collaboration Curated training programs with enhancing skills and building knowledge opportunity We will count on you for: Planning: Lead the central Contact Centre Planning Function. To collaborate with the leader of Mercer O&T\'s central headcount controls team and build robust capacity management and cost optimization methods Help develop robust planning function where such practices do not exist or where shortcoming/weaknesses are seen Help build automated planning applications in collaboration with GM\'s Data Engineering team as well as MMC\'s tech organization. Work Force Management: Lead centralized WFM team from within Global Metrics Contact Centre COE Drive excellence in the delivery of all WFM functions like real-time management, scheduling, forecasting, capacity planning, budgeting and MI. Collaborate with heads of call centers to help them achieve the business objectives like service level, wait time and abandon rate targets Generate actionable insights around work force and management to support the senior management and leadership team make sound decisions The role is also expected to help drive business improvements by focusing on key efficiency metrics like occupancy and shrinkage etc. Responsible for monthly budgeting vs actual reviews in collaboration with ops management Drive use of technology and applications to make the WFM function efficient, standard and scalable Business Intelligence / Management Information Collaborate with ops management as well as GM\'s Data Engineering team in delivering BI/MI which is needed for day to day running of operations Focus on automation of MI and development of standard re-usable metrics across MMC\'s contact center operations Provide resource management /utilization/cost based metrics, service performance based metrics as well as quality and customer experience based metrics for a well-rounded view and effective supervision of operations Stakeholder management and influence: Partner with regional Contact Centre Heads and their respective leads in providing them with meaningful MI and in planning conversations effectively using facts and data. Collaborate with them to create an agenda such that they can be supported effectively by providing insights and making recommendations for them to consider. Provide them with regular updates on progress on initiatives and improvements run from within the Contact Centre COE of the GM team, and escalate issues as they arise for awareness and assistance in resolution provide insights that help them run operations more effectively from service delivery, quality and cost perspectives bring out the best practices across other O&T teams and to cross pollinate best practices across operations In addition to being proactive, respond to data, metrics and analytics demands made by these stakeholders from time to time Partner with regional finance function to support cost reviews, cost and resource planning and annual budgeting. What you need to have: Any Graduate / Post-graduate (preferred) in Management or related streams Candidates with experience in contact center preferably 15 years along with WFM experience if possible 10 years of managing large and diversified teams, with well demonstrated result oriented and leadership qualities Good communication along with ability to work, influence and build strong working relationships with senior leaders across organization. Good with numbers and ability to be being able to make use of large sets of data - individually and by guiding the teams to draw meaningful insights. Good excel skills and exposure to Power BI, QLIK will be preferred Exposure to commonly used contact center tools and applications is expected, while exposure to Five9 is an added advantage. MMC centers also make use of chat capabilities, which is a growing function, and knowledge of chat platforms and intricacies is good to have. Technical understanding of how the ACD platforms and integrated IVRs function would also be extremely helpful. Since the team functions round the clock because of multiple time zones it supports, the leader is expected to be available for interactions with the teams and other stakeholders as and when needed. What makes you stand out Enthusiastic, Good communication, leadership skills Shapes/creates connections

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