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Workforce Management Manager

5.00 to 8.00 Years   Noida   25 Jul, 2019
Adobe Systems
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

This role is responsible for developing our workforce management policies, processes and procedures as well as managing the organization responsible for execution. Additionally, there is real time monitoring of Service Levels, schedule efficiency and other WFM KPIs.What you ll do

  • Lead the development of our workforce management function, including but not limited to headcount requirements, scheduling and time tracking.
  • Create and maintain documentation of all workforce management policies, processes, procedures and responsibilities.
  • Collaborate on the creation and maintenance of models to forecast resource needs.
  • Work closely with business leaders and BPO partners to manage staffing levels.
  • Lead the development of effective People metrics (e.g. employee utilization, productivity, shrinkage, and schedule adherence).
  • Provide management with timely, relevant and accurate reports.
  • Monitor performance and collaborate with management and key stakeholders to identify, plan and implement actions to optimize employee productivity and utilization.
  • Influence decision-making to improve overall performance in the Contact Centers.
  • Research workforce management best practices and develop appropriate recommendations to improve demand forecasting, capacity planning and employee utilization at Combined.
  • Train and guide management as needed.
  • Recruit, hire and direct a team of Workforce Analysts.
  • Train, coach and mentor team members on a continuous basis for improvement and development.
What you need to succeed
  • 5-8 years of progressive leadership and management experience in a workforce management function
  • Graduate with Strong proficiency in querying and manipulating large data sets for analytical purposes
  • Experience with analytical tools, such as MS PowerPoint, MS Excel, Tableau, PowerBI
  • Strong analytical and problem-solving skills
  • Strong ability to creatively use data to solve business problems
  • Excellent interpersonal and communication skills
  • Ability to manage and influence resources outside one s span of control
  • Strong knowledge of workforce management software; experience with Genesys is a plus
  • Proficient in Microsoft Office; Expertise in Excel and PowerPoint skills
  • Work in shifts, if needed.
,

Keyskills :
baggagehandlingsystemsservicelevelsproblemsolvingmicrosoftofficecapacityplanningcustomerexperienceresourceutilizationealtimemonitingdemandfecastingcemanagement

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