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Manager, Workforce Management

3.00 to 4.00 Years   Bangalore   06 May, 2023
NTT Global Delivery Services Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

    Responsibilities:
    • Provides direct supervision to a team of Workforce Management team members owning Contact Center Forecasting, Headcount planning, scheduling, reporting and real time monitoring.
    • Sets and communicates clear expectations for work outcomes and manages performance.
    • Effective planning to ensure SLAs of all Clients are met each month.
    • Provide timely inputs to Leadership on performance issues, recommendations to improve performance.
    • Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.
    • Driving projects to improve productivity by analysing historical performance data to identify trends (associate behavior, call volume, activities, etc.).
    • Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
    • Assist the team in day-to-day execution of plans.
    • Remotely work with team members in other locations.
    • Work with the Sales teams to gather due diligence information about new / existing Clients.
    • Handle escalations and account management to quickly resolve difficult issues.
    • Determines type of headcount (part-time, full-time) and site location to align with opex scaling goals.
    Requirements:
    • Typically requires 6-8 years of relevant experience.
    • 3 to 4 years of experience in a high-volume call centre where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.
    • 3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards.
    • 3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.
    • Experience in working on Workforce Management Tools like Verint, Aspect & Calabrio.
    • Must be available to work any time between 7 AM to 5 PM US Central time.
    • Excellent influencing and communication skills.
    • Excellent client service skills and leadership capabilities.
    • Excellent analytical and problem-solving skills.
    • Strong budgeting, business financial and P&L skills.
    Job Segment: Manager, Management ,

Keyskills :
due diligenceworkforce managementcontact centeraccount management

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