Job Description: Basic Functions
- Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and
other factors such as special events, seasonality, chum or growth, weather etc.
- Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure
optimum staffing always.
- Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat
requirements and logistics are being delivered while balancing cost and performance.
- Generates/reviews schedules accordingly to meet the business requirements enabling superior
customer service.
- Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs,
ensuring that all SLAs are met across accounts.
- Drives high client satisfaction by managing service levels situations and providing staffing,
scheduling and Real-Time Adherence solutions.
- Protects the organization’s assets through upholding the principles of Quality Information
Security Management System.
- Serves as the main point of contact for all WFM concerns.
Responsibilities: Essential Functions
- Reviews and amends the long term and short-term forecasts, schedules, and reports while
ensuring accuracy and timelines of delivery.
- Ensures workforce management process and procedures are in place and followed.
- Conducts performance appraisals of direct reports periodically.
- Monitors daily, weekly, monthly and the annual center performance and alerts management of
any discrepancies or issues around it.
- Monitors daily performance of forecasts and schedules against actual metrics within the
center and applies changes to future plans.
- Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
- Assists in the implementation of a Workforce Management System within the organization to
enable effective management of shifts and work patterns.
- Perform routine audits of call center reports to ensure accuracy and integrity is maintained.
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the
organizations business functions.
- Able to analyze call center trends, including call volume, call patterns, staff productivity,
attrition rates, and resource allocation.
- Proactively collaborates with other departments to identify opportunities for improvement and
provides input on performance.
- Ensures regular coaching, feedback and recognition is being done with the direct reports.
Qualifications: Requirements
- 6-8 years’ minimum experience in Workforce Management
- Excellent skills in forecasting, scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Strong presentation skills
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with
- individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing
- environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish
- goals and solving problems
- Flexible and willing to work in shift schedules and during weekends.
