Job description 

Role and Key Responsibilities:

• Monitor and manages activities to support service level agreements.
• Conducts root cause analysis of SLA deviations, action plan development & resolution and mitigation plans. Clearly communicate dependencies and manage/track expectations.
• Ensure effective communication with client end WFM team and partners’ WFM team.
• Keep track of Headcount and nonbillable resources. Maintain schedule adherence / conformance.
• Participate in periodic reviews for management and present WFM metrics’ performance.
• Communicate well with the clients and be able to present data post analysis
• Problem Solving : Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment.
• Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation, and cost savings.
• Out of box thinking : Use initiative and demonstrate creativity in solving problems

Key skills & knowledge:

• Excellent written and verbal communication
• Passionate about delivering an extraordinary Customer Experience
• Minimum of 8 years of relevant experience in Workforce Management
• Expertise in RTA, Capacity Planning, Forecasting, and Scheduling
• Proficient in the use of workforce management tools like Aspect, NICE, etc.
• Able to work with large amounts of data to identify trends and patterns.
• Expert in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Good decision-making instincts
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance
• Experience in managing multi-site and multi-vendor environment
• Strong process and mathematical orientation
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics.
• Experience with working cross functionally with business intelligence and analytics teams.
• Work module:- Hybrid (Could be complete WFO as per business requirement)
• Excellent experience in Workforce Management and be able to deliver optimum performance.

Educational Qualification: Graduate or Post-graduate