WFM Head - Contact Center - Banking

Job Description

- Managing scheduling, forecasting and volume projections

- Plan and execute expense reduction and maximizing efficiencies by initiating new projects and providing data analytics

- Can independently identify and run automation and efficiency projects in a large contact centre setup.

- Work on AHT reduction, resource productivity enhancements and FTE saves.

- Identify and track unit hiring needs and oversee attrition - through EWS and forecasts.

- Can work proficiently on Erlang and other excel formats for automations

- Can identify upcoming tools in Workforce management and upsell the same with budget rationale

- Can independently handle unit budgets and manage shrinkages.

- Tracking unit SLAs and publish regular MIS also highlighting any glaring trends to the senior management.

Financial / Budgetary Responsibilities:

- Responsible for driving cost per seat down by working on efficiency metrics.

- Manage overall unit budgets.

Individual Contributor / Managerial:

- Managerial with strong drive to lead large excelling teams in a contact centre setup.