Lead - Workforce Management

Job Description:

• Liaisoning between OPS Leadership and Finance Teams to finalize HC needs within Organization.
• Evaluate performance and prepare plans for capacity procedures and provide comprehensive support for same.
• Coordinate with various departments and perform all capacity planning related activities in facility.
• Analyse resource planning and provide appropriate recommendation for same.
• Design and maintain all performance capacity report and statistics for management.
• Help analytical design of systems and forecast all resource capacity requirements.
• Develop various new functions and capacity processes and modify existing ones.
• Manage all key system metrics and provide support to all adhoc reports and dashboards.
• Analyse processes and identify process improvement enhancement.
• Ensure compliance to all guidelines and ensure optimal utilization of all resources.
• Appropriately forecast and account for growth due to seasonal variations and special events.
• Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner.
• Understand Marketing campaigns & the key drivers of volume and incorporate into forecasting and planning.
• Identifies and researches service level risks for problem resolution and management notification.
• Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term forecast and capacity planning
• Develop and maintain sophisticated forecasting and capacity models and develop tools and techniques that enhance the quality and accuracy of the forecast.
• Assess and quantify near term risk or opportunities as identified through this process of analysis and
• Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in planning Requirements where short fall is identify.
• Provide ad hoc analysis; formulate conclusions, and present conclusions to management.
• Batch Planning and Span ratio measurement knowledge
• Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required
• Budgeting & Resource Planning
• Managing Seat Utilization for all LOB’s
• Managing ramp up / ramp downs basis projections

Qualifications / Experience:

• Sound Knowledge of MS Excel, Erlang and WFM Tools (Verint Mandate)
• Good Communication Skills both Vocal and Written
• Qualifications: Graduate
• 10+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management
• Worked in Back office / Front office environment (Emails, Calls, Chat)

Working conditions:

Individual should be comfortable to work in a Contact Centre, 24x7 business environment.

Cross training of functions within WFM will be provided as necessary.