WFM Manager

Ikya Human Capital Solutions Pvt Ltd
  • Gurgaon
  • 10-15 lakh
  • 6-9 years
  • Views
  • 05 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Roles & Responsibilities:-
The WFM Manager will act as a liaison between the Centralized and Site WFM teams. The WFM Manager is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.
Manage WFM personnel
Administration of setup and utilization of Community WFM software and ACD reporting
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center performance statistics
Collection and analysis and reporting of historical agent performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
Work with training and operations to coordinate multi-skill training for existing agents
Oversee communication to new hires on schedule process
Oversee short-term workload forecasting
Oversee scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Oversee analysis and reporting of employee performance including schedule adherence
Recognizes and recommends operational and support improvements
Perform other duties and assignments as directed.
Essential Skills / Expertise required:-
Knowledge of Contact Centre methodologies and operational principles
Advanced knowledge of MS products, particularly Excel
Excellent communication skills
Analytical Able to analyze data and draw insights
High level of accuracy and attention to detail
Innovative and able to influence others
Contact Centre Workforce Management experience
Extensive experience with WFM software
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Ability to make decision in time sensitive ambiguous situations

Graduate in any discipline

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