Hexaware BPS - Senior Manager/General Manager - Workforce Management - BPO/ITEs

Key Responsibilities / Performance Requirements:

- Responsible for the overall management of WFM team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

- Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.

- Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities.

- Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency.

- Oversee reporting- internal and external reporting and analytics for Member Services

- Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.

- Provide analytics on trends and use data to identify drivers while continuing to evolve Member Services reporting structure such as Tableau integration.

- Serve as a subject matter expert and Resource Planning Management liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals.

- Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods.

- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.

- Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required.

- Perform other related duties and assignments as required and as assigned by Senior Leadership.

Required/Preferred Skills:

- He/she must be a Graduate. MBA will be an added advantage.

- Total experience of 8-10 years including 6-8 years of experience performing WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred.

- 5+ years of experience managing a WFM team providing forecasting, scheduling and real-time management in a multi-site contact center environment.

- Strong experience with Workforce Management softwares that includes forecasting, scheduling, real-time adherence functionality.

- Experience with Avaya CMS, CRM applications or comparable systems strongly preferred.