Deputy Manager

Wns Global Service PrivateLimited

0 years

0 Lacs

gurugram haryana india

Posted:6 hours ago| Platform:

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Skills Required

management erlang forecasting planning scheduling cisco power software optimization routing monitoring report forecast reports

Work Mode

On-site

Job Type

Full Time

Job Description

Expert level understanding of Workforce management principles and Tools such as Erlang C etc.
Extensive experience with forecasting, planning, and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels. Across Multi / Omni Channel environments.
Comfortable and quick working in PPT, MS-Excel• Experience with Workforce management Tools
Variety of Telephony platforms (Avaya, Presence, Cisco etc.)
Variety of Workforce Management tools (Total view, Blue Pumpkin, Aspect, Genesys etc.)
Power BI knowledge, and requirements management tools or project management software such as MS Project will be added advantage
Experience working with: FTE based workforce models, Outcomes based workforce models With a proven record of managing forecasting for large scale projects
Experience in activities related to Workforce Optimization, Cost to Serve reduction, Workforce modelling and solutioning
Ability to think both creatively and critically-willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
Ability to effectively partner with stakeholders
Study Historical trends, business changes, promotions and market changes
Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
Identify call routing anomalies using real time monitoring applications.
Oversees and maintains the Workforce Management (WFM) Platform / System
Identifies real time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Report on forecast accuracies and Identifies risks, reports finding to various stakeholders

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