Job Description

Job Title:


Sr. Manager WFM



Sr. Manager, Planning & Scheduling

Roles & Responsibilities -

Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency. Manage the WFM Services for the aligned accounts and team for various geographies. Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking) Lead and Manage WFM Consulting projects. Engage in Proof-of-Concept for the WFM Services vertical Track and Manage the PnL for his portfolio of WFM Engagements Support/drive transitioning of new clients. Collaborate with WaaS leadership to create business proposals for potential clients Act as the CNX WFM Account manager for his accounts Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account. Design and Implement continuous improvement/high impact projects Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services Facilitate development of WFM employees through effective certifications in WFM University Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.

Skills and Experience -

Knowledge of Contact Centre methodologies and operational principles Excellent communication skills Thought leadership, Outcome focused. Strong ownership and can-do attitude, dealing with ambiguity Knowledge of WFM Tools (NICE WFM/Verint/Aspect). Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry. Analytical and Problem-solving ability Knowledge of Contact Center Telephony/IVR and routing platforms. Experience in SQL, business intelligence and reporting platforms would be an added advantage. Experience in transitioning projects would be an added advantage. Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment

Location:


IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr
Language Requirements:


Time Type:


Full time

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