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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations anage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans. Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations Responsible for the management of call volume forecasting, tracking, and planning To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance. Work with remote Sitel sites, including outsource partners, in a centralized WFM environment Work with real-time team to optimize operational performance on a daily basis Long-range forecasts (hiring requirements) . Provide support in creation of capacity plans, ramp plan, and recruitment plan. Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth. Maintain planned Vs actual forecast details for review with Leadership. Monitor performance and optimize operational performance on a daily basis Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling. Oversee scheduling philosophy of schedule assignments Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements Responsible for maximizing efficiency and occupancy while meeting service objectives Oversee analysis and reporting of employee performance including schedule adherence Perform other duties and assignments as directed,
Keyskills :
bporoutingwfmehavioraltrainingsupplyservicelevelsupplymanagementintelligentnetworksstaffmanagementbudgetforecastsworkforcemanagementcallroutingbporecruitmentsuccessionplanningcallcenter