About the job
JOB PURPOSE:

• The Manager- Workforce Management will lead the workforce management team and its initiatives to establish and maintain optimal staffing and service levels. The Head – WFM will work closely with workforce management staff to ensure quality of data, accuracy of reporting, effectiveness of staffing, and achievement of service productivity goals and performance metrics. They will also be responsible for the development of management tools to accurately forecast long-term and real-time staffing needs.

PRINCIPLE ACCOUNTABILITIES:

Key Responsibilities and Duties — 

• Ensures workforce management process and procedures are in place and followed.
• Provides direction and guidance to the workforce management team to ensure accurate and timely delivery of information.
• Generates billing inputs.
• Oversees intraday activities to ensure operational and client goals are met.
• Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
• Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
• Analyzes and evaluates past volume and staffing patterns to optimize operational efficiency, deliver quality service and cost effectiveness.
• Efficiently manage and strategize use of internal and external resources to maximize business performance.
• Prepares daily/weekly/monthly reports and distributes to the Management Team.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Identifies and recommends solutions for operational and service problems based on historical analysis and future projections.
• Provides visibility to operational performance of agents, teams and LOBs through the generation and analysis of data as requested and needed.
• Recommends new or modified reporting procedures to further enhance reporting content and completeness of information.
• Analyzes and evaluates contents of pertinent business reports in order to create and modify formats, usage, and processes.
• Coordinates staffing commitment and delivery to client.
• Interface with Operations Manager or Senior Operations Manager as needed for escalation of service impacting issues.
• Coordinates with Operations Managers to interface account management issues.
• Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Establishes performance objectives for direct report(s).
• Conducts performance management system (PMS) review for direct report(s) in accordance to company standards.
• Manages team member performance by coaching members, creating and maintaining development plans and encouraging individual employee participation in decision-making through data utilization and analysis.
• Provides effective communication and feedback to direct report(s).
• Prepares and presents both written and verbal communication to clients and colleagues.
• Communicates company policies and procedures.
• Demonstrates sound judgment and fairness when administering policies and procedures.
• Assists with special projects and other duties as assigned.

Other Duties — 

• Primarily to build and manage the delivery center
• Work with sales and pre-sales to close business and support large bids
• Manage both voice and back office operations, meet stringent SLAs, CSAT and should have worked on outcome based revenue projects
• Provide support and guidance to delivery managers across different location
• Demonstrate thought leadership and lessons learnt from the other organizations as appropriate to ensure successful delivery of contracted service levels
• Leverage business acumen, management experience, change management skills and domain expertise skills to provide strategic and tactical support to service delivery operations of the BPO center

DIMENSIONS

List of data which will reflect the scope and scale of activities concerning the role:

• Service Levels
• Staffing Attainment
• Program Profitability and Agent Billability
• Delivered Productive Hours
• Department Budget
• Department Table F
• Attrition
• Attendance and Reliability

SKILLS AND KNOWLEDGE

EDUCATIONAL QUALIFICATIONS –

• Bachelor’s degree in Statistics, Mathematics, Business Management or a related field preferred

RELEVANT EXPERIENCE – 

• With 10-15 years’ experience in workforce, data management and call center operations.
• Five plus years relevant experience working in a leadership role (Manager)
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
• Experience with Avaya CMS, CRM applications or comparable systems strongly preferred
• Strong background in data, financial analysis and statistical modeling.
• Advanced MS Office skills including MS Excel (Pivot Tables/Pivot Reporting, VBA, Macros, VLOOKUP)

FUNCTIONAL COMPETENCIES – 

• Leadership Skills / People Management Skills
• Excellent Interpersonal And Written Communication Skills
• Presentation/Communication Skills
• Statistical Analysis Skills
• Planning And Organizational Skills
• Strong Problem Solving Skills
• Problem Solving Ability

BEHAVIORAL COMPETENCIES —

• Achieving Results
• Serve and Delight your customers
• Collaborate and Partner with others
• Engage, Inspire and Develop People
• Nurture Innovation & Lead Change
• Think like an Entrepreneur

KNOWLEDGE, SKILLS, OTHER ABILITIES –

• Understands basic concepts on routing and traffic management.
• Solid knowledge on manual forecasting and scheduling.
• Preferably Assistant Manager or Manager in the same field.
• Ability to gather and understand relevant data for analyses and reporting of business metrics.
• Demonstrate excellent organizational, people, communication and presentation skills.
• Ability to define problems, establish facts, use good judgment and logical reasoning.
• Must be self-motivated with ability to work independently and take initiative.
• Proficient in MS Excel, MS Access is an advantage.
• Proficient in Aspect eWFM & RTA tools, AVAYA CMS or any WFM tool.

PERSONAL CHARACTERISTICS & BEHAVIOURS –

• Organized
• Number Orientation and Data driven
• Eye for Detail
• Strategic Agility
• No criminal records
• No active violations and/or disciplinary memos
• Has positive behavior and background
• Flexible and adaptive to work schedules
• High level of integrity, judgement and accountability