Senior Role - Workforce Management - BPO

Looking for people from BPO background

Experience with Workforce management Tools:

Workforce management software

Requirements management tools or project management software such as MS Project

Experience working with:

- FTE based workforce models

- Outcomes based workforce models

- Variety of Telephony platforms (Avaya, Presence, Cisco etc.)

- Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)

- Experience in activities related to:

- Workforce Optimization

- Cost to Serve reduction

- Workforce modelling and solutioning

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

- Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.

- Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.

- Trends real time call arrival patterns and adjusts staffing accordingly.

- Identify call routing anomalies using real time monitoring applications.

- Oversees and maintains the Workforce Management (WFM) Platform / System

- Identifies real time call volume interruptions and system outages that impact contact center performance.

- Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

- Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:

- Compiles monthly reports the daily/monthly call center statistics.

- Report on workforce management plan

- Identifies risks and reports finding to various stakeholders

- People Management

- Team Structure & Placements

- Manages the Analytics structure & placements within the team

- Employee Engagement

- Performance & Discipline Management