Senior Manager - Workforce Management
Date:
Mar 13, 2025
Location:
Chennai, IN
Requisition ID:
13961
Description:
| Support operations from scheduling, Real time, planning, BCP perspective |
| Support operations with daily/Weekly/Monthly reports and other dashboards |
| Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc |
| Track outages and impact of such events |
| Review KPIs and Service Level projections for the coming week |
| Ensuring all necessary & relevant efficiency parameters are within target |
| Support and mentor team members to meet on time delivery of deliverables and coach team members |
| Manage ad-hoc requirements from Ops & any other functions |
| Discuss daily / weekly performance with stakeholders |
| Interact with clients for FTE/Delivery Targets and other planning assumptions |
| Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc. |
| To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels |
| Minimum 8 years of work experience in Contact Centre, minimum 18 months as WFM AM |
| Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) |
| Overall Understanding of the Workforce Management, along with operational management |
| Sound knowledge of Capacity Planning, Scheduling, Real time Management and Budget planning |
| Understands and know the purpose of the role and how it links to the other roles |
| Sound knowledge of MS Suit |
| Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrnecy etc. |
| Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels |
| Consistently demonstrates organization Values and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes |
| Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations |
| Develop excellent working relationships with Stakeholders and team |