Senior Manager Workforce Management

Shift- US shift- 6 pm to 3 am (night shift)
Department Workforce ManagementReports to Head of Department WFMJob PurposeTo manage all planning, scheduling & real-time, dialler & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals.Primary ResponsibilitiesManage end to end planning & scenario building for managing account profitabilityManage operations from scheduling & real time perspectiveo Service Level managemento Shrinkage & schedule adherenceo AHTo Outage ManagementCollaboratively work with client planning team to review & provide views on forecasting accuracyTo manage the outcome & efforts on the outliersReview weekly intraday & rostersReview KPIs and Service Level projections for the coming weekEnsuring all necessary & relevant efficiency parameters are within targetLiaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parametersWorking extensively on improving efficiencies for the CCManage ad-hoc requirements from Ops & any other functionsDiscuss & review daily / weekly / monthly / quarterly performances with stakeholdersPeople engagement & performance enhancement Manage multiple teams & team performancesKnowledge, skills & competencies requiredFunctional Skills and Competencies:Functional knowledge of various workforce management toolsOverall Understanding of the Workforce Management, along with operational managementUnderstands and know the purpose of the role and how it links to the other rolesGood knowledge of MS OfficeUnderstands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etcAnalyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service LevelsAbility to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectivelyConsistently demonstrates organization orientation and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomesCustomer Focus (Core)Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needsHas the ability to have difficult conversations with stakeholders constructivelyConsiders the customer at the forefront of all decisions that are being made and ensures that value is being delivered to themCommunication SkillsEnsures delivery of all promises and commitments made to the customers / stakeholdersInfluences stakeholders and team members alike by creating positive relationships with them in order to achieve company goalsAbility to translate and summarize analytical data findings into actionable recommendationsInterpersonal Skills and TeamworkTo be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levelsEnsures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Experience
Minimum 12~15 years experience in Contact Centre IndustryMinimum of 6~8 years experience in Workforce Management