Manager - Work Force Management - Bank

Position : - Manager - Work Force Management opportunity with leading Multinational Bank.

Key Roles & Responsibilities :

- Ability to Guide / Manage/ Administer Verint Impact 360 WFO tool

- Drive Workforce and Capacity Planning for Global Contact Center to deliver Service Level results

- Effectively Forecasts call volume demand and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all service lines both short-term, medium-term and long-term.

- Monitors real time contact volume and adjust staff based on the real time call arrival trends

- Interface with the Bank's marketing teams to ensure SMS / Email campaigns are aligned in a way that protects Service Level results for the bank

- Capacity to analyze key issues, identify trends, drill down into root causes and develop and deploy corrective action plan

- Drive Productivity Goals through implementation of best-in-class practices around forecasting & scheduling techniques

- Synergize with the RCC performance management heads in driving standardized workforce practices across the group contact centres while incorporating local geographical nuances.

Leadership Competencies :

- Demonstrates strategic orientation

- Ability to build collaborative relationships

- Develop WFM talent and improve capabilities within the organization

Technical Competency :

- High level of competency & experience in administering Forecasting Staffing Scheduling function on Verint

- Exposure to COPC section 2.5 requirements & expectations around Forecasting Staffing Scheduling to meet Certification Standards.