Manager - Workforce Management - BPO

Job Description :

Roles & Responsibilities:

The lead WFMs main responsibilities would be to handle team

- See that all reports are released on time with RFT

- Train and Coach on Reports and dashboards should be able to predict the possible outcome if the current process continues in As Is and Result if the recommendations are implemented

- Normalize data and create SMART What If scenario

- Highlight Risks or any abnormality in trends and list out the effects of risk and recommend mitigation along with identification on what is working well and what caused it

- Forecasting - creating different models & providing Scheduling & Staffing using Statistical Tools, Excel, Minitab, etc.

- Create Ad-hoc reports that give insight and helps to identify Quick Hits, Short term, and Long term plan. The reports should be able to capture the Root Cause and suggest feasibility grid

- Create flow charts, DFD, VSM, etc. to support process (SOPS). Includes developing support requirements

- Responsible for Supporting Team Member Training. Serves as the department's expert to leadership and represents the team at cross-functional meetings and discussions.

- Help team attains 95% on Right First Time, Closure on Timeline, and Process Improvement.

Internal Process Audits :

- Confers with the Department Manager daily to clarify priorities, processes, and assignments, and to discuss any issues with RFT, Timeline, PL.

- Document all requirement, including the nature of the inquiry, and the resolution recommended.

- Perform special projects and duties as assigned.

- Work independently or as part of a team and follow through on daily tasks and guide the team

- Personal traits - Solution Driven, Pro-active professional communication, meeting deadline, focused to reach the desired outcome, self-driven to first researches for solutions when faced with the problem

Skill Set Required :

- In touch with methods and methodologies needed for WFM

- Good understanding of statistics, Proficient user of Analysis Tab in Excel

- Strong analytical skill, problem-solving, attention to detail with ability to interpret basic and complex data set and handle multiple reports and dashboard in critical turnaround time

- Ability to interpret, comprehend, Integrate data of different types of data base and action on log data from multiple sources

- Clearly understands the scope, opportunity and need for any request, ask probing questions

- Personal traits - Solution Driven, Pro-active professional communication, meeting deadline, focused to reach desired outcome, self-driven to first researches for solutions when faced with problem

- Create and maintain good rapport and relationship with team and people across the organization

- Ready to invest personal time to learn new technologies

- Experience with full MS Office Suite-Excel, PPT, Word, Outlook required.

- Hands on Experience in WFM applications like Avaya & Genesys.

- Ability to own issues where process may not exist. Able to think quickly and make critical business decisions while maintaining the role of unbiased Voice of Truth.

- Professional and effective communications skills both verbal and written.

- Strong analytical bent of mind, data analysis, data modeling and basic debugging skills

- VBA, Access, Visio, SQL, JAVA, Python, Minitab is preferred but not required.

- Can pick basics of any new skill and language (technical) in days

- Willing to adapt & accept changes and Drive Results

Qualification - Candidate Qualifications:

- 5 - 10 years of experience in workforce analytics, planning, forecasting and/or workforce management with a large global call centre.

- Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, etc.

- Experience with labour modelling (e.g. productivity modelling, task timing and task variance impacts).

- Strong Excel & Access skills with preferred experience in or knowledge of VBA, Database management.

- Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends and data. Ability to filter large amounts of complex data and research findings to identify inter dependencies and meaningful patterns and trends.

- Effective oral, written, presentation and interpersonal communications skills including the ability to present complex data in a logical, concise manner. Proven ability to connect tactical deliverables with enterprise objectives and strategies.

- Ability to manage priorities and workflow in a fast-paced environment. Ability to work autonomously and on teams and to lead large-scale projects in complex, global, matrix organizations.

- Minimum Graduation in any field, preference for MBA or MS in related field such as Operations Research, Statistics, Quantitative Methods, etc.

Essential :

- Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixes organizational environment.

- Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.

- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines.

- Well-developed analytical and written communication skills