Hinduja Global Solutions - Senior Manager - Workforce Management - Contact Center

Women Candidates Preferred.

CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL :

Experience :

- Previous Workforce Management and Real Time Adherence experience in a large contact center required.

- Management experience required.

- Contact Center experience required.

- Must have worked with US clients closely.

Knowledge/Skills :

- Proficiency in Contact center Forecasting and Capacity planning with various billing models.

- Previous scheduling/intraday experience preferred.

- Workforce management IEX tool and MS Office proficiency required.

- Experience working within a - shift bidding- environment preferred.

- Flexibility and Skill retention. Able to step into a role at a moment's notice and continue processes without losing continuity.

Abilities and talents recommended for job success :

- Ability to handle multiple projects simultaneously in a fast paced and dynamic environment.

- Excellent organizational skills- proven ability to meet deadlines with accuracy.

- Excellent communication skills, including written and verbal.

- Demonstrated analytical skills- proven problem solving abilities.

- Strong interpersonal skills with a focus on teamwork and ability to foster/manage relationships across multiple departments.

- Strong leadership skills- able to work with minimal supervision.

ROLE & RESPONSIBILITIES :

- Develops, counsels, trains and directs WFM area personnel Drafts and participates in the presentation of employee performance appraisals. Develops and maintains a team atmosphere through communication and mentoring.

- Reviews call, chat and email trends, schedules, and growth projections to determine Member Service Center scheduling, staffing and hiring requirements and makes recommendations accordingly.

- Researches Workforce Management and Real Time Adherence trends and solutions through collaborative and best practice efforts.

- Plans, implements, and ensures Real Time Adherence team's schedules and staffing coverage during Member Service Center's business hours. Assists with coverage and support when necessary. Is available and accessible for business emergencies at any time.

- Responds to member and employee concerns using problem solving skills, tact, and discretion. Provides and ensures prompt and courteous member service. Makes decisions based on the company mission statement, and responds to emergency situations. Upholds safety and security procedures.

- Attends weekly staff meetings to discuss Member Service Center plans, goals, and issues. Attends or holds other meetings to discuss current issues and feedback from all areas of the Member Service Center- relating to Workforce Management and Real Time Adherence.

- Assists with Staff Manager and Supervisor duties as necessary, including weekend coverage. Handles escalated issues, and ensures satisfactory resolution.

- This is a fulltime management/leadership position (40 + hours per week).

BEHAVIORAL COMPETENCIES :

- Excellent organizational skills- proven ability to meet deadlines with accuracy.

- Excellent communication skills, including written and verbal

- Demonstrated analytical skills- proven problem-solving abilities.

- Strong interpersonal skills with a focus on teamwork and the ability to foster/manage relationships across multiple departments.

- Strong leadership skills- able to work with minimal supervision

- Ability to handle multiple projects simultaneously in a fast paced and dynamic environment